US Mortgage - Customer support Service delivery manager
US Mortgage - Customer support Service delivery manager
Posted on :
22-01-2025
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1 Vacancy
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Job Description
US Mortgage Customer Support Service delivery manager/Manager
Job Summary:
The US Mortgage Customer Support Representative is responsible for assisting customers with their mortgagerelated needs by providing accurate information resolving issues and ensuring a smooth customer experience. This position involves answering calls emails and chat inquiries related to mortgage products payments and processes as well as managing customer concerns or complaints in a professional and efficient manner.
Key Responsibilities:
Customer Inquiry Support:
- Provide exceptional service to customers by answering mortgagerelated inquiries via phone email or chat.
- Assist customers with questions about mortgage applications loan status payment options interest rates and terms.
- Explain mortgage terms and conditions loan products and payment schedules clearly to customers.
- Guide customers through the process of applying for a mortgage or refinancing and help them understand required documentation.
- Provide exceptional service to customers by answering mortgagerelated inquiries via phone email or chat.
Loan Servicing and Payment Assistance:
- Assist customers with mortgage payments payment processing and payment account information.
- Explain payment options payment due dates and provide assistance with setting up automatic payments or making onetime payments.
- Help customers with late payment inquiries payment adjustments and payment history reviews.
- Provide solutions for managing escrow accounts and resolve related issues.
- Assist customers with mortgage payments payment processing and payment account information.
Problem Resolution:
- Handle customer complaints or issues such as billing errors payment discrepancies and delays in processing while maintaining a high level of customer satisfaction.
- Investigate and resolve customer concerns by liaising with appropriate internal departments (e.g. loan servicing underwriting collections).
- Escalate unresolved issues to senior staff or management when necessary.
- Handle customer complaints or issues such as billing errors payment discrepancies and delays in processing while maintaining a high level of customer satisfaction.
Application and Documentation Support:
- Assist customers with completing mortgage applications submitting required documents and tracking the status of their loan applications.
- Ensure customers are informed of necessary documents and deadlines during the application and approval process.
- Maintain accurate records of customer interactions and document inquiries issues and resolutions in CRM or support systems.
- Assist customers with completing mortgage applications submitting required documents and tracking the status of their loan applications.
Compliance and Regulatory Support:
- Ensure all interactions with customers adhere to federal state and companyspecific regulations including the Truth in Lending Act (TILA) Real Estate Settlement Procedures Act (RESPA) and the Home Mortgage Disclosure Act (HMDA).
- Provide clear and accurate disclosures to customers in line with regulatory guidelines.
- Maintain confidentiality of customer information and adhere to privacy policies.
- Ensure all interactions with customers adhere to federal state and companyspecific regulations including the Truth in Lending Act (TILA) Real Estate Settlement Procedures Act (RESPA) and the Home Mortgage Disclosure Act (HMDA).
General Administrative Support:
- Assist with processing routine mortgagerelated requests such as loan modifications or refinances.
- Provide customers with documentation such as payoff statements balance inquiries and loan status updates.
- Collaborate with the underwriting or loan servicing teams to ensure the timely resolution of customer requests.
- Assist with processing routine mortgagerelated requests such as loan modifications or refinances.
Skills and Qualifications:
Education:
- High school diploma or equivalent required; associate s degree or higher in business finance or a related field is a plus.
- High school diploma or equivalent required; associate s degree or higher in business finance or a related field is a plus.
Experience:
- 13 years of customer service experience preferably in a financial services or mortgagerelated environment.
- Familiarity with mortgage processes products and terminology is highly desirable.
- Experience with CRM tools or mortgage management software is beneficial.
- 13 years of customer service experience preferably in a financial services or mortgagerelated environment.
Technical Skills:
- Proficiency in Microsoft Office Suite (Word Excel Outlook).
- Experience using mortgage servicing systems or customer service software (e.g. Salesforce Encompass or similar platforms) is a plus.
- Proficiency in Microsoft Office Suite (Word Excel Outlook).
Communication Skills:
- Strong verbal and written communication skills with the ability to explain complex mortgage topics in an understandable manner.
- Excellent customer service skills with a friendly and professional demeanor.
- Active listening skills and the ability to address customer concerns empathetically and effectively.
- Strong verbal and written communication skills with the ability to explain complex mortgage topics in an understandable manner.
ProblemSolving:
- Ability to analyze and resolve customer issues in a timely manner while maintaining a focus on customer satisfaction.
- Critical thinking skills to troubleshoot problems and provide appropriate solutions.
- Ability to analyze and resolve customer issues in a timely manner while maintaining a focus on customer satisfaction.
Attention to Detail:
- Ability to manage multiple tasks and prioritize effectively in a fastpaced environment.
- Strong attention to detail to ensure accuracy in documentation and customer interactions.
- Ability to manage multiple tasks and prioritize effectively in a fastpaced environment.
Regulatory Knowledge:
- Knowledge of relevant mortgage regulations such as RESPA TILA and other federal and state regulations governing mortgages is preferred.
- Knowledge of relevant mortgage regulations such as RESPA TILA and other federal and state regulations governing mortgages is preferred.
Preferred Qualifications:
- Knowledge of underwriting processes and mortgage loan documentation.
- Previous experience in the mortgage industry or banking sector.
- Certification or training related to mortgage servicing or customer support (e.g. Mortgage Servicing Certification) is a plus.
Working Conditions:
- Fulltime position with availability for shifts based on business hours potentially including evenings or weekends.
- Some positions may offer the option of remote or hybrid work depending on company policy.
- Fastpaced environment with periodic deadlines during highvolume periods.
US mortgage, Investor accounting
Education
Any Graduate
Employment Type
Full Time
Key Skills
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