HELOC Phone Representative I
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Job Description
HELOC phone representative answering borrower calls and processing loan maintenance requests. Supporting Dovenmuehle’s mortgage subservicing clients through accurate, empathetic customer service.
Responsibilities:
- Answer inbound calls from borrowers, third parties, and clients
- Answer questions and perform loan maintenance requests
- Handle complex inquiries concerning all aspects of loan servicing
- Handle escalated issues from junior staff
- Refer inquiries and research requests to applicable departments or staff members
- Verify and change account information
- Process and forward documentation requests to internal departments
- Submit requests to initiate, correct, or resolve issues
- Prepare and send account information and correspondence to borrowers, clients, and third parties
- Document all activity accurately in appropriate databases
- Represent Private Label clients using organizational names accurately
- Communicate with borrowers and authorized third parties clearly, empathetically, professionally, and knowledgeably
- Escalate issues through applicable channels
- Attend meetings and participate in projects
- Complete mandatory, department-specific, and annual regulatory compliance training
- Perform other related duties as assigned
Requirements:
- High School Diploma or equivalent required
- Effective verbal and written communication skills
- Ability to collaborate with various constituents
- Excellent organizational and time management skills
- Comfortable working in either an on-site office setting or a quiet, designated work-from-home space
- Ability to remain stationary and/or move about the organization or remote office
- Ability to frequently stand or walk, sit, type, write, handle, feel, and reach
- Ability to occasionally climb, balance, stoop, kneel, crouch, or lift/move up to 25 lbs
- Ability to operate computers, calculators, copy machines, printers, phones, and other office equipment
- Customer service experience preferred
- Mortgage industry experience preferred
- Knowledge of loan processing systems preferred
Benefits:
- Overtime as required
- Work-from-home option in a quiet, designated space
- Reasonable accommodations for qualified disabilities
- Mandatory and department-specific training
- Annual regulatory compliance training
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