Rushmore Loan Management Services

Customer Service Research Specialist

PR-San Juan
Job ID
2018-2092
Category
Loan Administration
Type
Regular Full-Time
FLSA Status
Non-Exempt

Overview

 

POSITION SUMMARY:

The Customer Service Research Specialist will provide customer assistance by providing information to the customers or by routing them to the appropriate departments. Processes tasks, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

  • Process requests received from borrowers and third party (in person, and via correspondence), responding to them accordingly within the departmental guidelines and procedures.
  • Provide escrow analysis, tax and insurance explanations to borrowers accordingly
  • Facilitate customer requests for information on various topics
  • Research payment history
  • Provide verification of mortgages
  • Process homeowner changes such as name, address, social security number, etc.
  • Perform other duties as requested by management
  • Update MSP to document conversations with customers and the status of all outstanding correspondence received from borrowers and third parties.
  • Investigate and research more difficult transactions to include interface with other departments to resolve problems/issues.
  • Performs all other duties as assigned.

Qualifications

ESSENTIAL KNOWLEDGE & SKILLS:

 

  • Customer service, team and goal oriented with a positive attitude towards work and others.
  • Ability to work in a high volume and time sensitive environment.
  • Knowledge of escrow, tax and insurance processes essential to perform the job.
  • Excellent written and verbal communication skills are needed to interact with internal staff and external customers.
  • Strong organization and follow-up skills ability to effectively multi-task and prioritize workflow in a high-volume environment ability to work well independently, as well as, part of a team to achieve department/group goals.
  • Well versed with regulatory and investor guidelines and keeps current with all Federal, State, industry specific and departmental policies.
  • Proficient PC skills in MS Office and MSP
  • Ability to develop spreadsheets and other departmentally required documents utilizing MS Excel/Word
  • Ability to work on cross-functional teams
  • Bilingual a must

  

EDUCATION AND/OR EXPERIENCE:

 

  • High School Diploma required
  • Bachelor’s Degree preferred
  • 2+ years of experience in mortgage loan servicing or in a related area
  • Knowledge of commonly used terminology, concepts, practices, and procedures within the mortgage industry
  • Customer service, team and goal oriented with a positive attitude towards work and others

 

 

MACHINES, OFFICE EQUIPMENT & SOFTWARE:

 

  • Intermediate working knowledge of the MSP Servicing system is required
  • Proficient with Microsoft Office applications (Word, Excel, Outlook)
  • 10 key by touch and typing

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