Customer Service Representative

A reputable loan portfolio servicing agency has an immediate career opportunity for an experienced Customer Service Rep to join their Baltimore team.

RESPONSIBILITIES:

Handle incoming customer service inquiries.
Assist borrowers with website access and questions.
Deliver exceptional service to external and internal customers.
Process borrower check-by-phone requests.
Respond to borrower correspondence & requests (regular mail, lockbox, website, emails, etc.).
Respond to inter-office requests for information on loans.
Process department incoming mail and faxes.
Log and respond to Qualified Written Requests.
Adhere to timelines established based on the customer needs and department workflow.
Other duties as assigned.

ADDITIONAL EXPECTATIONS:

Provide a professional example, accuracy, and consistency in work performance.
Communicates in a courteous manner.
Keep management informed of pertinent information.
Maintains the quality and integrity of the services provided by the department.
Supports the overall goals of the Company and that services are delivered professionally and efficiently.

REQUIREMENTS:

High School diploma or equivalent.
1-2 years call center and/or mortgage loan servicing experience a plus.
Excellent customer service/communication skills with an emphasis on professionalism.
Knowledge of MS Windows, Outlook, Word and Excel is required.
Strong oral skills to effectively communicate professionally with clients, borrowers, and staff of various levels.
Must be able to multi-task in a fast-paced environment.
Strong organizational and follow-up skills with the ability to prioritize.
Bilingual (English and Spanish) preferred.
Strong comfort level with technology, including ability to adapt to new systems quickly and easily. Thorough knowledge of and comfort with the Microsoft office suite applications.

PHYSICAL REQUIREMENTS:

Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Hearing - Able to hear average or normal conversations and receive ordinary information.
Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and/or fingers.
Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
Physical Strength - Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

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