Offer summary

Qualifications:

Proficiency in Microsoft Office (Word, Excel, PowerPoint)., Good written and verbal communication skills., Experience in customer service or call centers preferred but not required., Educational background in relevant fields or equivalent experience..

Key responsibilities:

Respond to servicing inquiries via phone, email, or other channels.

Assist with loan-related activities such as escrow, insurance, and tax payments.

Resolve customer issues and de-escalate concerns to ensure satisfaction.

Update internal systems and perform research to resolve customer inquiries efficiently.

Job description

Job Details

Job Location: Strongsville OH - Strongsville, OH

Position Type: Full Time

Salary Range: Undisclosed

Job Category: Loan Servicing - Customer Service

Description

Responsible for providing prompt and accurate responses to servicing inquiries and concerns, both internal and external. The Customer Support Specialist will communicate with borrowers in a call center environment to resolve loan inquiries with high customer satisfaction.

Schedule: Monday/Tuesday/Thursday/Friday 8:00am - 5:00pm EST and Wednesday 10:00am - 7:00pm EST.

At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

DUTIES & RESPONSIBILITIES

Handles multiple aspects of servicing including customer service and delinquent loan resolution
Training will be provided for several subject matters specific to mortgage servicing.
Experience preferred but not required to discuss topics to include the following subjects:
- Escrow Inquiries on running balance and disbursement transactions
- Hazard and Flood Insurance activities, payments and disbursements
- Real Estate Tax payments
- Annual Escrow Analysis inquiries
- Processing debit transactions for borrower loan payments
- Assistance with web portal setup and maintenance
- Performing payoff quotes
- Conduct research as required to timely resolve customer inquiry within department SLA
- Ability to de-escalate customer excitement to provide a superior customer experience
Ensures that services are delivered professionally and efficiently with prompt problem resolution
Maintains current knowledge of all policies, procedures and other documentation for servicing products
Answer general mortgage servicing questions via phone, email, or other technology that is engaged to service customers.
Update internal system(s) of record regarding status of loans
And additional responsibilities as assigned

Qualifications

SKILLS REQUIRED

Proficiency in Microsoft Office, specifically Word, Excel and PowerPoint.
Learn and understand the subjects about homeowners’ experience throughout the annual cycles of mortgage servicing from post-loan origination through payoff.
Good written and verbal communication skills
General mathematical abilities up to and including reconciling simple math transactions.

EDUCATION & EXPERIENCE

Mortgage Loan Servicing experience preferred but not required.
1+ years of call center experience preferred but not required
Customer Service experience in Retail, Hospitality, Food Service, Banking, etc. will be considered.
Bi-lingual Spanish preferred but not required

This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Required profile