Customer Service Representative l

Dovenmuehle Mortgage - Lake Zurich, IL

Full-time - Entry Level

Remote - Lake Zurich, IL

Credit Intermediation and Related Activities

About the position

The Customer Service Representative I at Dovenmuehle Mortgage, Inc. is responsible for managing inbound calls from borrowers, third parties, and clients, addressing inquiries, and performing loan maintenance requests. This role is essential in ensuring customer satisfaction and efficient loan servicing operations, requiring effective communication and problem-solving skills.

Responsibilities

• Answer inbound calls from borrowers, third parties, and clients regarding loan servicing inquiries.
• Handle escalated issues from junior staff and refer inquiries to the appropriate department.
• Verify and change account information, process documentation requests, and perform research on tax and insurance issues.
• Process loan payments and resolve billing issues, ensuring accurate tax and insurance disbursements.
• Submit requests to initiate or resolve payment and loan-related issues, including escrow accounts and lien releases.
• Prepare and send account information and correspondence to borrowers and clients.
• Document all activities accurately in databases and maintain compliance with the Code of Conduct.
• Assist with outbound calls for welcome or task completion projects.
• Maintain knowledge of current policies and procedures for loan servicing and Private Label clients.
• Identify and communicate ideas for workflow improvements and enhanced service levels.

Requirements

• High school diploma or equivalent.
• 1+ years of experience in a high-volume call center environment.
• Proficient in Microsoft applications and mortgage servicing platforms.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Effective verbal and written communication skills.

Nice-to-haves

• Knowledge of loan processing systems.
• College degree or equivalent mortgage industry experience.

Benefits

• Full-time position with overtime as required.
• Remote work options available.
• Comprehensive training and development opportunities.