Mortgage Servicing Professional / Customer Service- 11/18/24

Cenlar - Trenton, NJ

Full-time

Trenton, NJ

About the position

The Mortgage Servicing Professional is responsible for managing all levels of mortgage servicing inquiries in a blended environment, which includes both inbound and outbound calls. This role emphasizes excellent customer service, problem resolution, and effective communication skills. The professional will work to ensure customer satisfaction and retention while adhering to performance metrics and compliance standards.

Responsibilities

• Handles all levels of mortgage servicing inquiries (i.e. payments, escrow analysis, insurance and tax)
• Provides first call resolution and fully resolves disputes
• Researches and resolves customer issues/inquiries via phone, email, and written correspondence
• Works in a fast-paced, structured environment adhering to key performance metrics
• Promotes products and services with a focus on customer satisfaction and retention
• Meets individual and team goals for service level agreements
• Collaborates with internal resources to provide solutions to customers
• Implements process improvements in daily duties
• Completes other duties and projects as assigned by the supervisor/manager
• Assesses risk when making business decisions, ensuring compliance with applicable laws and regulations.

Requirements

• Associate's degree and/or a combination of post-secondary education and experience
• 3-4 years of experience in the industry, call center environment, and/or customer service
• General mortgage banking knowledge
• Ability to meet performance metric requirements for 12 months
• Strong work ethic with strict adherence to work schedule times and deadlines
• Flexibility and ability to adapt to change quickly
• Ability to work with all levels of management
• Strong interpersonal relationship skills
• Strong written and verbal communication skills
• Excellent listening skills
• Strong problem resolution skills
• Must be able to work nights and weekends; variable schedule(s) as necessary