General Job Summary
The Customer Service Associate (CSA) is responsible for taking incoming calls on a multiple phone line system (queue) in addition to making outbound calls. The CSA will assist borrowers with inquiries about loan balances, escrow accounts, payment history and payment processing. CSA will also need to be aware of and explain consumer regulatory rights and coverage.
Summary of Essential Job Functions
- Manage large amounts of inbound and outbound calls in a timely manner.
- Identify customers’ needs, clarify information, research issues, and provide solutions.
- Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups.
- Keep records of conversations in our call center database.
- Meet team qualitative and quantitative targets.
- Process ACH payments, following the ACH process.
- Utilize Black Knight platform to review borrower accounts for the following information:
- Payment history.
- Payoff statements.
- PMI status.
- Escrow Analysis.
- Update contact information
- Make outgoing Welcome calls to new MLS customers:
- Answer any initial questions the customer has in regard to the servicing of the loan.
- Verify mailing address, social security numbers, and phone numbers.
- Assist customers with website registration and explain payment options.
- Make other outbound calls as assigned.
Other Job Functions
- Recommend improvements for processes to boost organizational efficiency.
- All other duties as assigned by management.
