Lending Support Operations Specialist III (On-site)

The Lending Support Operations Specialist III is responsible for providing premium service by supporting Originations with Servicing inquiries. The Lending Support Operations Specialist III handle concerns and answers questions received from all Origination channels – Retail, Correspondent, Wholesale, Direct to Consumer (DTC), and Joint Venture (JV). Additionally, the Lending Support Operations Specialist III is expected to deliver best-in-class support, with an emphasis on high-touch service, for all incoming inquiries. While on a call, the Lending Support Operations Specialist III is expected to analyze requests, resolve, and answer inquiries related to mortgage loans, and route complaints to the appropriate department.

Essential Functions, Duties, and Responsibilities

• Exceptional customer service responsibilities in a fast-paced environment, where multi-tasking is key to ongoing success.
• Manages telephone calls and emails professionally and efficiently.
• Interacts with internal business partners in a multi-channel environment providing best-in-class concierge standards, creating an unparalleled culture and customer experience.
• Ability to troubleshoot complex escrow issues and determine appropriate resolution by utilizing department resources and providing information to Origination partners.
• Reviews payments of escrow related invoices, including researching and problem-solving related to such disbursements.
• Serves as single point of contact for Originations on tax and insurance inquiries related to escrowed loans.
• Performs data entry associated maintaining accurate and current loan information.
• Completes setting up/canceling Automated Clearing House (ACH's).
• Assists with generating netted payoff requests.
• Responsible for adding and removing escrow disbursement stops.
• Processes VOM requests timely and accurately.
• Completes manual processes check requests, opening tickets, etc.
• Be proficient in de-escalations and handle escalated calls.
• Supports and resolves all employee loan inquiries.
• Routes document defects to the appropriate department.
• Reviews and resolves executive escalations.
• Identifies and logs root cause errors to minimize incidents from reoccurring.
• Collects data and logs information on identified issues to assist in the resolution of process gaps.
• Forward Servicing inquiries and complaints received by Originations to the appropriate department.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High school diploma or equivalent, required.
• 5+ years’ customer support in a call-center environment.
• Escrow experience preferred.
• Experience in a lending environment preferred.
• Experience with Mortgage Servicing Platform (MSP), Servicing Director, Ring Central or similar systems is desired.
• Experience handling escalated situations desired.

Skills, Abilities, and Knowledge

• Excellent verbal and written communication skills.
• Current, working knowledge of the Microsoft Office suite, including Word, Excel, Access, and PowerPoint.
• Ability to accurately type an average of approximately 40 words per minute.
• Available to work overtime as requested and required by business need and communicated by your manager.
• Expert skills in Microsoft Excel, including the ability to utilize the following functions: V-Lookup, H-Lookup, Conditional Formatting, and Pivot Tables is highly preferred.
• Fluency in a foreign language is a plus.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working