Mortgage Customer Service Agent, Irving TX
Job ID: 108906
Location: Irving, TX [On-Site]
Salary: $17.00 - $19.00 hourly
Category: Other
Employment Type: Contract
Job Description:
GDH Consulting is hiring a highly skilled and motivated Mortgage Customer Service Agent to receive customer contact inquiries via the inbound phone system. The calls routed to Customer Service are inquiries related to payment applications, principal curtailments, tax and insurance disbursements, escrow analysis, assumption, adjustable-rate mortgages, payoff statements, and all other inquiries regarding current mortgage loans. This requires working knowledge of all areas related to mortgage loan servicing. Agents are expected to have professional telephone etiquette and the ability to multi-task while on call to resolve complex problems relating to the above areas. Agents are expected to handle 80 to 100 calls per day. This position has established performance standards and goals consistent with inbound call center key performance indicators.
Essential Duties:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, “We care about people,” isn't just a tagline – it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.
Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.
Benefits of Working for GDH:
GDH Consulting is hiring a highly skilled and motivated Mortgage Customer Service Agent to receive customer contact inquiries via the inbound phone system. The calls routed to Customer Service are inquiries related to payment applications, principal curtailments, tax and insurance disbursements, escrow analysis, assumption, adjustable-rate mortgages, payoff statements, and all other inquiries regarding current mortgage loans. This requires working knowledge of all areas related to mortgage loan servicing. Agents are expected to have professional telephone etiquette and the ability to multi-task while on call to resolve complex problems relating to the above areas. Agents are expected to handle 80 to 100 calls per day. This position has established performance standards and goals consistent with inbound call center key performance indicators.
Essential Duties:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Resolves a variety of simple to complex customer problems (i.e.; payments, escrows accounts, loan acquisitions, address/name and social security changes, speed pay, refinancing, release of mortgage filing, insurance coverage, tax payments, PMI/MIP requirements, delinquency, and all other activity regarding mortgage loans) for customers, often under difficult and/or stressful circumstances.
- Must maintain a high level of control and professionalism while objectively dealing with customers’ requests.
- Uses available resources for problem resolution, which may involve analysis of information received from other company areas or other divisions.
- Expected to alert customers to refinance opportunities if current interest rates are favorable and transfer to their LO by using portal. Normally operates independently, although supervisory resources are available.
- Establish and maintain effective and cooperative working relationships with peers and departments with whom the collection goal intersects. Participate in team meetings.
- Provide excellent customer service to external and internal customers.
- Meet defined department goals and activity metrics including AHT, QA, and Contribution.
- May perform other duties as assigned.
- Working knowledge of FHA, VA, FHLMC, FNMA and conventional loan servicing
- Working knowledge of escrow analysis techniques and mortgage loan documentation procedures
- Basic math skills (addition, subtraction, multiplication, division)
- Working knowledge of PC, spreadsheet and word processing software
- Basic knowledge call center operations or retail sales/service environment
- MSP experience
- Excellent problem-solving and conflict resolution skills
- Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues, and gaining information by asking appropriate questions
At GDH, we believe in the power of people and the importance of caring. Our culture statement, “We care about people,” isn't just a tagline – it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.
Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.
Benefits of Working for GDH:
- Professional Development
- Competitive pay
- Full health insurance
- 401k Plan
- Holiday Pay
- Gym Membership Reimbursement
- Weekly Paycheck & Direct Deposit
- & More!
