Mortgage Servicing Customer Service Research Representative na Bell Bank

This position will provide support to mortgage officers and all other internal bank staff for customer escalated issues. This position will research escalated issues to provide a resolution. This position will handle overflow communication through all digital channels and escalated service issues from internal staff. This position will handle task requests to complete customer’s request. This position will handle customer correspondence and payoff request.  The incumbent processes, approved and communicates customer requests for escrow waiver, recasts, PMI waivers, research requests, complaints notice of errors, and request for information. This position participates in department projects when applicable.

Primary Duties:

• Handle customer escalations calls from mortgage officers and internal staff and document any department notice of errors, customer complaints and request for information for servicing audits
• Perform research to resolve customer or internal staff issues or questions
• Process escrow waiver, recast, PMI removal requests. In addition, work with escrow and special loans on system changes
• Process payoff request
• Provide a written response to customer correspondence
• Process communications such as emails and secured mail through our digital channels
• Participate in team meetings.
• Perform special projects, additional duties and responsibilities as directed by the Mortgage Servicing Customer Service Research Manager.
• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Job Skills Required:

• Minimum three to five years of experience working in a core mortgage servicing system and customer service experience.
• Excellent verbal and written communication skills.
• Strong organizational, research, analytical and problem solving skills.
• Ability to motivate others, work independently and demonstrate critical thinking skills and independent judgement.
• Ability to provide professional support and present a positive image of the department and the bank.