Note: The job is a remote job and is open to candidates in USA. Union Home Mortgage Corp. is committed to improving inclusion in the workplace and is seeking a Customer Support Specialist. The role involves providing prompt and accurate responses to servicing inquiries and concerns in a call center environment, ensuring high customer satisfaction.
Responsibilities
- Handles multiple aspects of servicing including customer service and delinquent loan resolution
- Training will be provided for several subject matters specific to mortgage servicing
- Experience preferred but not required to discuss topics to include the following subjects:
- Escrow Inquiries on running balance and disbursement transactions
- Hazard and Flood Insurance activities, payments and disbursements
- Real Estate Tax payments
- Annual Escrow Analysis inquiries
- Processing debit transactions for borrower loan payments
- Assistance with web portal setup and maintenance
- Performing payoff quotes
- Conduct research as required to timely resolve customer inquiry within department SLA
- Ability to de-escalate customer excitement to provide a superior customer experience
- Ensures that services are delivered professionally and efficiently with prompt problem resolution
- Maintains current knowledge of all policies, procedures and other documentation for servicing products
- Answer general mortgage servicing questions via phone, email, or other technology that is engaged to service customers
- Update internal system(s) of record regarding status of loans
- And additional responsibilities as assigned
Skills
- Proficiency in Microsoft Office, specifically Word, Excel and PowerPoint
- Learn and understand the subjects about homeowners' experience throughout the annual cycles of mortgage servicing from post-loan origination through payoff
- Good written and verbal communication skills
- General mathematical abilities up to and including reconciling simple math transactions
- Mortgage Loan Servicing experience preferred but not required
- 1+ years of call center experience preferred but not required
- Bilingual Spanish a plus
- Customer Service experience in Retail, Hospitality, Food Service, Banking, etc. will be considered
Company Overview