Role overview

Qualifications

Ability to handle multiple aspects of servicing
Willingness to be trained on mortgage servicing
Strong communication skills
Customer service orientation

Responsibilities

Provide prompt and accurate responses to servicing inquiries
Handle customer service and delinquent loan resolution
Conduct research to resolve customer inquiries within SLA
Update internal systems regarding loan status

Key facts

Remote from: Anywhere
Full time
Customer Support
English

Hard skills

Loan Processing Liability Insurance Flood Insurance Tax Management Web Portals

Other skills

Customer Service
Troubleshooting (Problem Solving)
Communication
Time Management
Teamwork
Research

About the company

Union Home Mortgage Corp.

Mortgage & Real Estate Finance

Since our inception in 1970, Union Home Mortgage has guided hundreds of thousands of aspiring homebuyers through the process of achieving homeownership. Driven by the belief that homeownership should be accessible for everyone, we go the extra mile for every customer, while providing a personalized experience unmatched in the industry. Guided by the vision and dedication of our President and CEO, Bill Cosgrove, we’ve built a world-class company where people come first. With a culture that stands out in the mortgage industry, you won’t find employees here – only Partners - who live by the shared values of our Code of Conduct. We respect one another, communicate openly and hold each other accountable. Our commitment to delivering personal, world-class service has helped us expand our reach into over 44 states + D.C. and grow our annual lending volume trending over $5 billion in responsible lending per year, trending over $13 billion in 2021. NMLS #2229 Union Home Mortgage Corp. is an Equal Housing Lender. Loans are available on a fair and equal basis regardless of race, color, national origin, religion, sex, handicap, marital status, sexual orientation, familial status (having children under the age of 18), age (if old enough to enter a contract), because income is from public assistance, or because a right was exercised under the Consumer Credit Protection Act. nmlsconsumeraccess.org https://www.sml.texas.gov/wp-content/uploads/2021/07/rmlo_80_200_b_recovery_fund_notice.pdf

Company details

Company typeLarge

IndustryMortgage & Real Estate Finance

Company size1001 - 5000

Links

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Job 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. Monday - Friday 8:00am - 5:00pm EST and 10:00am - 7:00pm EST shifts available.

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