Customer Support Specialist (Pacific Time Zone)

Description

Responsible for providing prompt and accurate responses to servicing inquiries and concerns, both internal and external.  The Customer Support Specialist will communicate with borrowers in a call center environment to resolve loan inquiries with high customer satisfaction.

Schedule: Monday through Friday 12:00PM - 9:00PM EST (9:00AM - 6:00PM Pacific)

At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

DUTIES & RESPONSIBILITIES

• Handles multiple aspects of servicing including customer service and delinquent loan resolution
• Training will be provided for several subject matters specific to mortgage servicing.
• Experience preferred but not required to discuss topics to include the following subjects:
  • Escrow Inquiries on running balance and disbursement transactions
  • Hazard and Flood Insurance activities, payments and disbursements
  • Real Estate Tax payments
  • Annual Escrow Analysis inquiries
  • Processing debit transactions for borrower loan payments
  • Assistance with web portal setup and maintenance
  • Performing payoff quotes
  • Conduct research as required to timely resolve customer inquiry within department SLA
  • Ability to de-escalate customer excitement to provide a superior customer experience
• Ensures that services are delivered professionally and efficiently with prompt problem resolution
• Maintains current knowledge of all policies, procedures and other documentation for servicing products
• Answer general mortgage servicing questions via phone, email, or other technology that is engaged to service customers.
• Update internal system(s) of record regarding status of loans
• And additional responsibilities as assigned

Qualifications

SKILLS REQUIRED

• Proficiency in Microsoft Office, specifically Word, Excel and PowerPoint.
• Learn and understand the subjects about homeowners’ experience throughout the annual cycles of mortgage servicing from post-loan origination through payoff.
• Good written and verbal communication skills
• General mathematical abilities up to and including reconciling simple math transactions.

EDUCATION & EXPERIENCE

• Mortgage Loan Servicing experience preferred but not required.  
• 1+ years of call center experience preferred but not required
• Customer Service experience in Retail, Hospitality, Food Service, Banking, etc. will be considered. 

This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.