Customer Service Specialist

Charlotte, NC

24 Months Contract

Job Description:

1. Support for Low Complexity Initiatives:
   
   • Provide assistance for simple and straightforward customer service tasks.
   • Address basic or tactical issues, policies, or procedures with readily available answers.
   • Focus on low-risk tasks and deliverables with a limited impact within Customer Service.
2. Direction and Judgment:
   
   • Work under the guidance of a supervisor.
   • Make decisions within predefined parameters while learning about the function, policies, procedures, and compliance requirements.
3. Client Interaction:
   
   • Provide information and updates to clients in Customer Service.
   • Interact frequently with clients and closing agents via phone and email.
4. Document Handling and System Maintenance:
   
   • Confirm receipt of legal documentation.
   • Maintain accuracy and compliance in the system of record.
   • Update clients and closing agents on approvals, issues, and questions.
5. Familiarity with Mortgage Documentation:
   
   • Understand various mortgage-related documents like Automated Underwriting Feedback, 1008, Investor Locks, Notes, Deeds of Trust, Allonges, Endorsements, and Riders.
   • Be familiar with GSE guidelines and processes in wholesale and residential retail (commercial experience considered).
6. Skills and Teamwork:
   
   • Possess strong Excel skills, particularly VLOOKUP, data validation, and review.
   • Work effectively in a team environment.
   • Have excellent communication skills.

Required Qualifications:

• Minimum of 6 months of experience in Customer Service, Financial Services, or a Contact Center, or equivalent experience through work, consulting, training, military service, or education.

Additional Responsibilities:

• Handling updates related to closing agents, insurance, state licensing, background checks, wire instructions, legal modifications, addendums, and new client onboarding.

Summary:

This role is centered on providing customer service support within a financial services setting, particularly in the mortgage sector. It involves handling and maintaining legal documentation, interacting with clients and closing agents, and ensuring compliance and accuracy in records. The position requires basic experience in customer service or a related field, familiarity with mortgage processes and documentation, and proficiency in Excel. It is suitable for someone who is organized, communicative, and able to work under supervision within defined guidelines

Job ID: JOB-236106
Publish Date: 19 Jun 2024