Customer Support Specialist handling customer inquiries via chat and email at Perlego. Assisting with technical issues and maintaining records with a customer - centric approach.
About the role
- Customer Service Associate handling inquiries about loan servicing at University Bank. Managing inbound/outbound calls and assisting borrowers with various account inquiries.
Responsibilities
- The Customer Service Associate (CSA) is responsible for taking incoming calls on a multiple phone line system (queue) in addition to making outbound calls.
- The CSA will assist borrowers with inquiries about loan balances, escrow accounts, payment history and payment processing.
- CSA will also need to be aware of and explain consumer regulatory rights and coverage.
- Manage large amounts of inbound and outbound calls in a timely manner.
- Identify customers’ needs, clarify information, research issues, and provide solutions.
- Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups.
- Keep records of conversations in our call center database.
- Meet team qualitative and quantitative targets.
- Process ACH payments, following the ACH process.
- Utilize Black Knight platform to review borrower accounts for the following information: Payment history, Payoff statements, PMI status, Escrow Analysis.
- Update contact information.
- Make outgoing Welcome calls to new MLS customers: Answer any initial questions the customer has in regard to the servicing of the loan.
- Verify mailing address, social security numbers, and phone numbers.
- Assist customers with website registration and explain payment options.
- Make other outbound calls as assigned.
Requirements
- High school diploma (or equivalent) required.
- Previous experience in mortgage loan servicing desired.
- Minimum of 1-year previous customer service experience required.
- Knowledge, Skills, and Abilities Maintain & foster positive relationships with customers and business partners.
- Complete all assigned tasks and training in a timely manner.
- Provide professional communication in both oral & written expression.
- Excellent organizational & analytical skills.
- Excellent attention to detail.
- Ability to handle highly sensitive confidential information.
- Ability to multitask, set priorities and manage time effectively.
- Experience with email, MS Word, MSP.
- High degree of dependability.
Benefits
- Flexible working environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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