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Customer Service Specialist
Banner Corporation
Walla Walla, WA, United States
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Job Details
Description
Customer Service Specialist Opportunity Overview
As a Customer Service Specialist with Banner Bank you will provide positive, professional, and compliant communication and perform processes related to mortgage loan customers. Respond to all aspects of loan related customer inquiries.
As a Customer Service Specialist with Banner Bank you will have the opportunity to:
• Answer general customer inquiries related to all loan activity and notices. This includes loan terms, tax, insurance, private mortgage insurance, escrow analysis, payment processing, billing, credit reporting, and year end.
• Thoroughly research and resolve issues related to loan accounts as indicated by customer requests and/or from system reports.
• Set-up and monitor Adjustable Rate Mortgages and other alternative mortgage products.
• Perform the annual escrow analysis review.
• Modify or correct credit reporting as situations require and research supports. Apply payments or other refunds received. Review reports and notices for accuracy prior to annual mailings.
• Provide resolution to complex customer issues utilizing the expertise of other staff within the Loan Servicing or other departments using available systems and tools.
• Update imaged loan files as necessary to document changes. Review accuracy of, and post to the core system, journal entries created by others.
QUALIFICATIONS
Education & Certifications
• High School diploma or equivalent required.
• Associates degree preferred.
Experience
• 3 or more years of related experience required.
• Mortgage banking or customer service experience preferred.
Preferred Skills
• Broad knowledge of loan servicing functions as well as loan document terms and conditions.
• Ability to multi-task, prioritize, and meet deadlines.
• Ability to work independently and as part of a team. Ability to understand and apply changes to regulations and requirements to daily work.
• Communicate in a positive and professional manner through telephone, e-mail, or written correspondence with customers and co-workers.
• Proficiency with Microsoft Office products including Outlook, Word, and Excel.
• Knowledge of investor, state, and federal requirements related to mortgage servicing including loan purchases and sales, customer complaints, credit bureau reporting, flood insurance, escrow, and escrow analysis.
Compensation & Benefits
• Comprehensive employee benefits package, including medical, dental, vision, health and dependent daycare funds, life and disability protection
• Paid vacation time, sick time and 10 company paid holidays
• 401k (with up to 4% match)