Job Description

Job Description

Job Description

Customer Service Representative I

Full time; Non-Exempt; 40 hours/week; Overtime as required.

Location; Lake Zurich, IL, US

Department: Customer Service

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description:

Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests.

Essential Functions and Duties:

• Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.
• Appropriately refer inquiries and research requests to the applicable department or staff member.
• Verify and change account information, process, and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements.
• Submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases.
• Prepare and send account information and other correspondence to borrowers, clients, and other third parties.
• Document all activity timely and accurately in appropriate databases.
• Represent “Private Label” clients by using organizational names accurately when interacting with their customers.

• Comply with Code of Conduct and successfully completes annual regulatory training requirements.
• Assist with outbound telephone call projects, such as welcome calls or task completion calls.
• Maintain knowledge of current policies and procedures for each department within loan servicing and each Private Label client.
• Maintain a minimum of 75 incoming calls per day with at least a 90% quality score.
• Identify and communicate ideas for improved workflow, enhanced automation, and increased service levels.
• Comply with Code of Conduct and regulatory training requirements.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

Required Qualifications:

• High school diploma or equivalent.
• 1+ years in a high-volume call center.
• Solid PC skills: Proficient with Microsoft applications and mortgage servicing platforms.
• Strong analytical and problem-solving skills and attention to detail/accuracy.
• Ability to handle complex, multiple tasks simultaneously in a fast-paced environment.
• Effective verbal and written communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences, including an ability to explain complex matters to customers clearly and concisely.

Preferred/Other Qualifications:

• Knowledge of loan processing systems.
• College degree or mortgage industry experience equivalent.

Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations.

The employee must be able to remain in a stationary position and or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.

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