Mortgage Customer Service Team Lead

Primary Job Purpose:  Perform mortgage customer service loan functions ensuring attention to detail, accuracy, and timely completion, meeting all deadlines. Maintain compliance with all federal, state, government and banking rules and regulations as well as agency guidelines.

Essential Responsibilities and Duties:

• Answer phones and assist borrowers and/or their agents as requested using superior customer service manners and skills
• Processing daily loan payments via borrower requests on phone or in person
• Quote payoffs and communicating with borrowers and authorized third parties
• File and process releases within stated guidelines
• Assist borrower(s) requests for more complex ACH maintenance, address changes, escrow analysis questions, insurance & loss claims process questions, in-depth loan inquiries
• Process daily, monthly or weekly reports as needed for department
• Exercise superior judgment in handling escalated conversations and interactions
• Find and suggest process improvements and process enhancements
• Have a general understanding of credit bureau reporting
• Process all modification transactions with minimal revision and supervision, work on special projects and perform all other duties as assigned by direct supervisor, department manager or any coworker or bank employee
• Possess fuller understanding of programs used in departments
• Participate in Supervisory/Management training and/or mentoring.  
• Responsible for maintaining banking and departmental policies and procedures
• Regular work schedule with a level of flexibility based on demand.

Job Specifications

 Work Direction:  This position reports to the Mortgage Customer Service Manager.

 Accountability:  This position has access to and knowledge of the financial situation of customers.  The   utmost discretion and confidentiality must be exercised with all data.

 Work Relationship:  Regular contact with internal and external customers.  Must be able to communicate
 in a clear, concise, and pleasant manner.

 Supervision:  This position has no supervisory responsibilities.

 Affirmative Action:  Equal Opportunity Employer Veterans/Disabled.

JOB QUALIFICATIONS

• Strong customer service skills
• Prior banking and/or mortgage experience beneficial
• Ability to work in a team environment
• Good listening skills
• Ability to manage and complete multiple tasks
• Ability to adapt to daily, varied workflow and responsibilities
• Proficient with Microsoft Office products and technology focused
• Situational Awareness
• Process Improvement
• Innovative-oriented
• Change agent with vision
• Strong leadership skills