Customer Support Specialist
Responsible for providing prompt and accurate responses to servicing inquiries and concerns, both internal and external. The Customer Support Specialist will communicate with borrowers in a call center environment to resolve loan inquiries with high customer satisfaction. Monday - Friday 8:00am - 5:00pm EST and 10:00am - 7:00pm EST shifts available.
At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!
DUTIES & RESPONSIBILITIES
- Handles multiple aspects of servicing including customer service and delinquent loan resolution
- Training will be provided for several subject matters specific to mortgage servicing.
- Experience preferred but not required to discuss topics to include the following subjects:
- Escrow Inquiries on running balance and disbursement transactions
- Hazard and Flood Insurance activities, payments and disbursements
- Real Estate Tax payments
- Annual Escrow Analysis inquiries
- Processing debit transactions for borrower loan payments
- Assistance with web portal setup and maintenance
- Performing payoff quotes
- Conduct research as required to timely resolve customer inquiry within department SLA
- Ability to de-escalate customer excitement to provide a superior customer experience
- Ensures that services are delivered professionally and efficiently with prompt problem resolution
- Maintains current knowledge of all policies, procedures and other documentation for servicing products
- Answer general mortgage servicing questions via phone, email, or other technology that is engaged to service customers.
- Update internal system(s) of record regarding status of loans
- And additional responsibilities as assigned