Mortgage Servicing Agent
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Job Description
Mortgage servicing agent providing remote telephone support for U.S. Bank customers. Researching account issues, resolving billing and payment problems, and maintaining customer accounts.
Responsibilities:
- Provide high quality customer service by responding to telephone inquiries, requests and problems
- Research, analyze, and provide solutions that meet customers’ needs
- Resolve customer inquiries and problems on first contact
- Provide customers with account information
- Resolve or refer billing disputes
- Correct payment errors
- Revise fee and finance charges as appropriate
- Perform account maintenance
- Take card, check or other orders
- Act on lost or stolen cards/checks
- Research customer problems that could not be resolved during the initial contact
- Complete nine weeks of training from Monday to Friday, 9:00 AM to 6:00 PM CST
Requirements:
- High school diploma or equivalent
- Two to four years of relevant experience
- Strong phone communication skills with a customer-centric approach
- Problem-solving/critical thinking skills
- Proven time-management and organizational skills
- Familiarity with digital applications, such as banking, money transfer, and payment/billing apps
- Strong technology skills with the ability to navigate multiple computer systems and applications and use search tools
- Ability to work independently in a remote setting free from distractions
- 100% attendance required during nine weeks of training; no time off permitted
- Associate’s degree, Bachelor’s Degree, or some college experience a plus
- Previous customer service or call center experience a plus
- Leadership experience a plus
Benefits:
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
- Incentive and recognition programs
- Equity stock purchase
- 9 Weeks of Training
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