Customer Service Representative
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Job Description
Customer Service Representative handling mortgage servicing, escrow, billing, and payment inquiries for national lender Towne Mortgage. Researching accounts, resolving issues, and escalating complex cases.
Responsibilities:
- Receive and process telephone calls and service requests regarding mortgage and escrow accounts
- Resolve customer inquiries involving mortgage loan servicing, escrow accounts, billing, and payment processing
- Escalate complex problems to leadership for review and resolution
- Research and review account information and sources to ensure accurate customer responses
- Respond to inquiries by phone, email, and in person
- De-escalate dissatisfied customers and implement service recovery strategies
- Document customer account information accurately across mortgage and accounting systems
- Organize, prioritize, and process high-volume work efficiently
- Maintain knowledge of the mortgage lifecycle and relevant regulatory and compliance guidelines
Requirements:
- Three years of broad mortgage servicing experience
- Escrow experience required
- Demonstrated knowledge of the end-to-end mortgage process
- One year of experience in a high-volume call center environment
- Proficiency in common mortgage industry business support tools and financial services technology
- Working knowledge of best-in-class customer service practices and principles
- Excellent verbal and written communication skills
- Strong customer relations disposition and interpersonal skills
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