[Hiring] HELOC Phone Representative @Dovenmuehle Mortgage, Inc.

Role Description

Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests.

• Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.
• Appropriately refer inquiries and research requests to the applicable department or staff member.
• Verify and change account information, process and forward documentation requests to various internal departments.
• Perform in accordance with expectations as set forth in the department’s policies and procedures.
• Submit requests to initiate, correct, or resolve issues.
• Prepare and send account information and other correspondence to borrowers, clients, and other third parties.
• Document all activity timely and accurately in appropriate databases.
• Represent “Private Label” clients by using organizational names accurately when interacting with their customers.
• Ensure that all verbal and written communication to borrower and authorized third parties is in a manner that is simple to understand, empathetic to the borrowers’ financial situation, professional, and represents a strong breadth of knowledge.
• Escalate issues timely to applicable channels.
• Attend meetings and participate in projects.
• Successfully complete mandatory training requirements and department specific training, as defined by management.
• Successfully complete annual regulatory compliance training.
• Perform other related duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• Effective verbal and written communication skills to interact in a positive and professional manner at all times with all levels of audiences.
• Ability to collaborate with various constituents.
• Excellent organizational and time management skills.

Requirements

• Customer service experience.
• Mortgage industry experience.
• Knowledge of loan processing system.

Physical Demands and Work Environment

• The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise.
• The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others.
• Must be able to exchange accurate information in these situations.
• The employee must be able to remain in a stationary position and/or move about the organization or remote office.
• The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach.
• May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs.
• Employees may be required to type and utilize a computer for long periods of time.
• The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer, and phones.
• The noise level, if working on-site, is usually moderate and typical of an office environment.
• In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.