Mortgage Customer Service Advisor

Join Our Team!

We have a great team of friendly, talented and inspiring people at First United. As a learning organization, we take pride in offering exciting opportunities for employees to grow and follow their passions. That's one of the many reasons First United has been voted as one of the top places to work in Oklahoma since 2009! Browse this page to find out more about the First United culture and the many benefits of working here. Then, use our "Get Started" section to take your first step to being a part of First United.

The Position

Job Title

Mortgage Customer Service Advisor

Job Description

SUMMARY

This position is responsible for providing exceptional customer during the loan servicing and default process; to both internal and external customers. The Customer Service Advisor will be the liaison between the customer and departments including Loss Mitigation, Escrow, Foreclosure, Bankruptcy, Cashiering and other operations’ groups as necessary. In this role, this person will work with these different departments and the borrower to ultimately resolve any customer service loan servicing matters.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Be the primary contact for internal and external customers and approved third parties while providing exceptional customer service.
• Research all customer issues and bring them to a final resolution.
• Manage Inbound Call Q and Outbound Call Campaigns.
• Assists customers with routine account related questions and requests as well as collection of payments.
• Handles customer complaints and escalates issues to Manager as needed.
• Maintains cleanliness in and around work station.
• Recommends to Manager possible methods to improve department.
• Completes all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Dresses professionally.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Bachelor’s Degree, (Preferred but not required)
• High School or Equivalent, (Required)
• Financial services/operations environment, 4+ Years (Preferred but not required)
• Mortgage/Default, 2+ Years (Preferred but not required)

Technical/Functional Competencies

• Basic mathematical skills.
• Proficient computer skills.
• Strong written and verbal communication skills.
• Exceptional customer service skills.
• Strong negotiation skills
• Knowledge of MSP (Preferred)
• Knowledge of corporate policy, laws and regulatory requirements of area of responsibility.
• Ability to work in team environment to resolve problems
• Good problem-solving and decision-making skills.
• De