US Mortgage Client Relations Specialist

We are Hiring For Customer Support US Mortgage !!

About the Role : The Loan Servicing Customer Relations Support Specialist will primarily follow established processes, procedures, check lists, and other related job aids to correspond with and answer questions for servicing customers and process their requests for payoff statements.

Note adjusting shift times which shift for daylight savings time

Shift timings will be 6 pm to 3 am IST and 7 pm to 4 am during daylight savings.

Responsibilities :

• Complete tasks and assignments within established service levels and quality standards.
• Tasks are related to customer communication and loan assistance including monitoring emails, completing system tasks, and processing requests for payoff statements.
• Research within the Encompass loan origination system or MSP loan servicing system and resolve customer inquiries professionally and in a timely fashion.
• Communicate with other departments about the status of loan transactions and / or borrower questions and open system tasks when required.
• May be asked to assist other Customer Relations Associates and Management or help resolve more complex customer problems.
• Advocate for the customer’s needs and maintain customer relationships in a friendly and professional manner.
• Following established procedures and escalation protocol provided with training.
• Additional tasks and functions, similar in complexity but related to loan servicing customer relations, may be required as determined by management along with necessary training, SLAs, and tools to complete them.

Qualifications :

Technical Skills :