Jobs and Careers
VA
Customer Service Rep - Mortgage Services
Valley National BankUnited Statesfull_timeVerifiedPosted 15 Jul 2026
About the role
Responsibilities include but are not limited to:
- Assist borrowers, attorneys, settlement agents, VNB collection staff and other VNB staff with billing statement and payment posting inquiries, payoff requests, and general loan inquiries/information.
- Assist the Payoff/Satisfaction Department in the preparation of payoff statements for borrowers, settlement agents and VNB Closing Department.
- Review in detail the complexity of initial and annual escrow analysis statements with borrowers.
- Prepare amortization schedules.
- Respond to basic tax and insurance questions.
- Review and resolve all customer service complaints.
- Receive and process borrower telephone payments (speed pay).
- Provide excellent customer service to mortgage borrowers.
- Assist other areas of the Department as needed.
Required Skills:
- General understanding of the multifunctional mortgage servicing department.
- Ability to add, subtract, multiply and divide in all units of measure.
- Ability to write routine correspondence.
- Ability to think independently and make appropriate decisions.
- Ability to perform multiple tasks through effective prioritization and time management, and demonstrate attention to details.
- Strong analytical and reconciliation abilities.
- Strong computer skills including electronic mail, routine database activity, word processing, spreadsheets, graphics, etc.
- Strong telephone skills.
Required Experience:
- High School Diploma or GED and a minimum of two years' prior customer service or call center experience.
- Mortgage Servicing experience preferred.
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