Performing operational support duties for cash management products at NBT Bank. Providing training and resolving customer inquiries while ensuring policy compliance.
About the role
- Customer Service Specialist I handling inbound mortgage loan inquiries for Carrington Mortgage Services. Providing assistance through a hybrid schedule with customer service duties and responsibilities.
Responsibilities
- Answer incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.
- Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.
- Refer more complex or complicated calls to qualified team member.
- Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.
- Direct mortgage lending inquiries to the appropriate lending division of the designated White Label client, ensuring seamless customer experience.
- Track, follow-up and complete customer call backs to ensure inquiry resolution.
- Collect payments whenever necessary and appropriate.
- Document call details, such as nature of call, customer comments, follow-up dates, etc., in White Label system.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent work experience.
- Customer service/call center experience preferred, but not required.
- Banking, Mortgage/Loan Servicing industry experience preferred, but not required.
- Knowledge of Fair Debt Collection Practices Act preferred
- Knowledge of relevant and industry-specific computer software packages preferred
- Basic negotiation skills.
- Ability to understand problems and to collaborate and explore alternative solutions.
- Ability to make decisions that have moderate impact on the immediate work unit.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
- Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
Benefits
- Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
- Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
- Customized training programs to help you advance your career.
- Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
- Educational Reimbursement.
- Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.
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