Mortgage Customer Service Associate

Hours of Work: Full-time, Monday through Friday 8:00 am to 5:00 pm.

Location: 6003 Old Cheney Rd, Lincoln, NE 68516

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
• Quote payoffs and communicating with borrowers and authorized third parties
• Fulfill borrower(s) requests for ACH set-ups, address changes, verification of mortgage, and general loan information
• Process loan modifications, work on special projects and perform all other duties as assigned by direct supervisor, department manager or any coworker or bank employee
• Process daily reports as needed
• Process return mail per department guidelines
• Audit borrower information via CIP process
• Monitor the department email in-boxes
• Open and distribute daily mail to correct departments
• Scanning and uploading of documentation
• 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
• Bilingual in English and Spanish preferred
• 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
• Ability to handle confidential information
• Some experience with Microsoft Office Product