Customer Service Representative - Financial Services

Job Description

Job Description

A reputable loan portfolio servicing agency has an immediate career opportunity for an experienced Customer Service Representative to join their Baltimore team.

RESPONSIBILITIES:

• Handle a high-volume of incoming customer service inquiries.
• Assist borrowers with website access and questions.
• Process borrower check-by-phone requests.
• Respond to borrower correspondence and requests (regular mail, lockbox, website, emails, etc.).
• Deliver exceptional service to external and internal customers.
• Respond to inter-office requests for information on loans.
• Process department incoming mail and faxes.
• Log and respond to Qualified Written Requests.
• Adhere to timelines established based on customer needs and department workflow.
• Perform other duties as assigned.

ADDITIONAL EXPECTATIONS:

• Provide a professional example through accuracy and consistency in work performance.
• Communicate in a courteous and respectful manner.
• Keep management informed of pertinent information.
• Maintain the quality and integrity of department services.
• Support company goals by delivering services professionally and efficiently.

REQUIREMENTS:

• High School diploma or equivalent.
• 1–2 years of call center and/or mortgage loan servicing experience preferred.
• Excellent customer service and communication skills with a strong emphasis on professionalism.
• Proficiency in MS Windows, Outlook, Word, and Excel.
• Strong verbal communication skills to interact effectively with clients, borrowers, and staff at all levels.
• Ability to multitask in a fast-paced environment.
• Strong organizational and follow-up skills with the ability to prioritize.
• High comfort level with technology and ability to adapt quickly to new systems.
• Thorough knowledge of Microsoft Office applications.

PHYSICAL REQUIREMENTS:

• Talking: Frequent communication of detailed or important information.
• Hearing: Ability to hear normal conversations and receive ordinary information.
• Repetitive Motion: Frequent use of wrists, hands, and fingers.
• Vision: Average visual acuity for document preparation and review.
• Physical Strength: Sedentary work; sitting most of the time. Occasional lifting of up to 10 lbs.