Loan Servicing Representative II
ESSENTIAL RESPONSIBILITIES & DUTIES:
Handle general customer inquiries upon completion of new hire training. Handle additional call types such as, Escrow, Tax, Payoff, and PMI upon completion of additional call type training.
Verify caller identity through the authentication procedures set forth by federal and/or state regulations. Provide information and knowledgeable assistance regarding mortgage loans by retrieving customer loan information quickly and efficiently.
Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently.
Use problem solving skills, paired with knowledge of Servion, Inc. procedures, to identify and communicate appropriate, accurate solutions to customers. Perform and explain interest and product-related calculations. Document details in a thorough, accurate manner.
Track complaint and customer feedback. Document and perform customer account maintenance. Meet and exceed customer satisfaction expectations. Maintain familiarity with systems and applications in order to research inquiries. Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers. Actively participate in quarterly performance meetings; meet or exceed all performance metrics.
Experience with FNMA , GNMA, FHLMC guidelines, and experience in a call center environment.
Call HR at 480.900.7317 Ext: 5
Avion Loan Servicing, Inc.
Federal Tax Id# 85-2156109
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