Fairway Independent Mortgage Corporation · 9 hours ago

Customer Experience Specialist

Carrollton, TX

Full-time

Remote

Mid Level

3+ years exp

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Banking

Comp. & Benefits

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Responsibilities

Handles Customer Service Questions, Complaints and Billing Inquiries:

Answering incoming phone calls from customers and internal business partners.

Maintains good customer relations and ensures that all calls meet or exceed the department Quality Standards.

Composes accurate written information for loan inquiries received from borrowers or corporate partners through web chat functionality.

Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating issues that require more than a one-call resolution.

Adheres to all key performance indicators set forth by the department.

Responsible for outbound calls to customers, loan officers, or third parties in effort to resolve customer inquiries.

Documents outgoing communications properly on servicing systems according to policies and procedures

Identifies, properly escalates, and follows up with loan related issues identified

Identifies issues and assess financial risk/exposure relating to the accounts

Oversees and participates in special projects related to Servicing

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Service ExperienceMortgage Servicing ExperienceState Mortgage KnowledgeLoan Processing Systems

Required

3+ years of customer service experience

1+ years of related experience

Mortgage servicing experience

Knowledge and understanding of federal and state mortgage servicing requirements, standards, and processes

Knowledge and understanding of mortgage-related terms, such as escrow, taxes, closing documents, and insurance

Knowledge and understanding of loan processing systems; Encompass, MSP, & FICS preferred

Knowledge and understanding of mortgage servicing best practices

Demonstrated experience working in a fast paced and changing environment

Demonstrated experience with attention to detail, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines