Apply on Employer Site

University Bank · 1 day ago

Customer Service Associate

Hancock, MI

Full-time

Hybrid

Entry Level

1+ years exp

University Bank is seeking a Customer Service Associate (CSA) to manage incoming and outgoing calls related to loan inquiries and payment processing. The CSA will assist customers with their needs, maintain records, and ensure a high level of service while meeting team targets.

BankingFinancial ServicesInsurance

Comp. & Benefits

Responsibilities

Manage large amounts of inbound and outbound calls in a timely manner

Identify customers’ needs, clarify information, research issues, and provide solutions

Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups

Keep records of conversations in our call center database

Meet team qualitative and quantitative targets

Process ACH payments, following the ACH process

Utilize Black Knight platform to review borrower accounts for the following information:

Payment history

Payoff statements

PMI status

Escrow Analysis

Update contact information

Make outgoing Welcome calls to new MLS customers:

Answer any initial questions the customer has in regard to the servicing of the loan

Verify mailing address, social security numbers, and phone numbers

Assist customers with website registration and explain payment options

Make other outbound calls as assigned

Recommend improvements for processes to boost organizational efficiency

All other duties as assigned by management

Qualification

Customer service experienceMortgage loan servicingBlack Knight platformMS WordProfessional communicationMultitaskingOrganizational skillsAttention to detail