Customer Service Representative I
Full time; Nonexempt; 40 hours/week; overtime as required WORK FROM HOME -
_ Bi lingual a plus not required._
Lake Zurich, IL, US
Department:
Customer Service
General Description:
Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests. BI Lingual a plus but not required.
Primary duties include, but not limited to, the following:
· 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 and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements.
· Submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases.
· 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.
· Assist with outbound telephone call projects, such as welcome calls or task completion calls.
· Maintain knowledge of current policies and procedures for each department within loan servicing and each Private Label client.
· Maintain a minimum of 75 incoming calls per day with at least a 90% quality score.
· Identify and communicate ideas for improved workflow, enhanced automation, and increased service levels.
· Comply with Code of Conduct and regulatory training requirements.
· Successfully complete annual regulatory compliance training.
· Additional duties as assigned.
REQUIRED EXPERIENCE
Required Qualifications:
· High school diploma or equivalent
· 1+ years in a high volume call center
· Solid PC skills: Proficient with Microsoft applications and mortgage servicing platforms
· Strong analytical and problem-solving skills and attention to detail/accuracy
· Ability to handle complex, multiple tasks simultaneously in a fast-paced environment
· Effective verbal and written communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences, including an ability to explain complex matters to customers clearly and concisely.
Physical Demands and Work Environment:
The employee is regularly required to communicate (give/receive information) through multiple methods of communication. 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 with hands and arms. The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.
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 a qualified individual with a disability to satisfactorily perform the essential functions of the job.
Incentives/Benefits:
- $7000+ per year in bonus eligibility
- Additional paid time off earned for performance and attendance
- Weekly raffles of cash/ prizes for performance
- Opportunities for overtime
- Constant/Predictable schedule
- On-going support of training from leadership, training, and QA
- Opportunity to fast track/grow career
- Company Benefit package that we offer
- Four week PAID training class provided
SCHEDULE
M-F 8am, 8:30am, 9am or 9:30 start time, 8 hour shift
4x10 Schedule available as well.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
- No weekends
- Overtime
Supplemental pay types:
- Bonus pay
Application Question(s):
- Have you ever worked for or interviewed with Dovenmuehle Mortgage before?
Experience:
- Customer service: 2 years (Preferred)
- Call Center: 1 year (Preferred)
Language:
- Spanish (Preferred)
Work Location: Remote
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