HELOC Phone Representative I

Job Description:

• 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