About the Position

The Customer Service Representative engages in handling customer telephone inquiries, collection calls, complaints, and customer follow-up by performing the following duties.

Essential Duties and Responsibilities:

• Responsible to assist all SLS and ROC customers.
• Attend ongoing meeting with SLS customer service associates.
• Answer customer inquiries regarding SLS and ROC mortgage
• Researches customer complaints or concerns and corrects or adjusts records, as
• Enters conversation into servicing comments on computer.
• Assists in referring customers to appropriate SLS associates i.e. different departments within SLS.
• Responds to customer correspondence, types letters, prepares forms, and other documents as needed.
• Examines documents such as deeds, assignments, and mortgages, to verify that all documents are correct as needed.
• Coordinates and processes customer payments.
• Performs other duties as may be assigned.

Competencies:

• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

• Customer Service – Assist difficult or emotional customer situations; Responds promptly to customer needs.

• Oral Communication – Speaks clearly and persuasively is a must, bilingual capabilities a plus.

• Written Communication – Writes clearly and informatively; Edits work for spelling and grammar.

Position Requirements:

• Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill, and/or ability required.

• Education/Experience: High school diploma or general education degree (GED); and 2 years related customer service experience preferably in a mortgage servicing environment is a plus.