Mortgage Servicing - Customer Service Team Le

Company: Bank of England
Location: Little Rock
Posted on: August 7, 2022

Job Description:

Bank of England / Bank of England Mortgage Mortgage Servicing - Customer Service Team LeadJob DescriptionThis is a full-time position with typical business work hours of 8:00 A.M. to 5:00 P.M. Monday through Friday, some over-time may be required. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions. As the Mortgage Servicing - Customer Service Team Lead, you will be expected to demonstrate a sense of urgency, willingness to work closely with others, and be part of the team. This is a non-exempt position.Purpose:The Mortgage Servicing Customer Service Team Lead will oversee and handle all customer related communication activities including telephone calls and written correspondence with customers and branch partners. The manager will be responsible for planning and directing workflow, training employees, providing team member performance feedback, and addressing escalated complaints.Essential Functions/Duties:Assist with the daily management of the customer service center teamAssist in building and maintaining a team that committed to delivering best in class customer serviceCreate daily schedules for all employees within the department so that the team handles incoming phone calls from customers to answer general inquiries, initial complaints, and counseling borrowers on past due payment optionsAnswer incoming phone calls from customers to answer general inquiries, initial complaints, and counseling borrowers on past due payment optionsWork with the servicing manager to create departmental goals and reporting metricsMaintains compliance with all compliance standards including FDCPA, ECOA, privacy and relevant state lawsAssists customers with general inquires with their escrow accounts that includes taxes and insuranceEfficiently navigate through multiple servicing related systems and platformsPerform servicing set up, keying into the servicing system escrow balance, interest paid at closing, and other closing items to assure accuracy and data integrity.Assist in the in the generation and review of system generated reportsOrganizational skills with ability to prioritize and manage multiple tasks at the same time.Provide guidance and leadership and mentor remote staff to develop and reinforce skills and effectiveness.Monitor inbound call production and performance results. Ensure staff stays within defined production expectations (e.g., calls per hour, talk time, quality, etc)Demonstrate effective and strong listening skills, verbal/speaking communication skills with the ability to effectively communicate in writing to principals, executive management, non-management personnel, vendors and customers.Honesty and integrity in dealing with others and accountability in standing behind your work; initiative and self-motivation in serving the client, getting the job completed thoroughly and on time; ability to listen to others and understand their needs; confidence in yourself and enthusiasm regarding your service.Preferred Education & Experience Requirements: High School Diploma or GED equivalent required; B.S. Degree STRONGLY desired.Proficient skills with MS Office, Excel and Mortgage Industry Loan Servicing Software ((SAGENT-LoanServ) Servicing Director (Interlinq, Harland, D+H, Finastra)) experience preferred.Minimum of 3 -5 year's work experience in mortgage loan servicing or other financial services experience is Strongly Preferred.Knowledge of Fannie Mae, Freddie Mac, VA, HUD, Ginnie Mae, MERS and investor servicing guidelines and government requirements preferredKnowledge of all Consumer Financial Protection Bureau (CFPB), Federal and State regulatory compliance requirements that apply preferred.Excellent customer service skills; written and oral communication skills and ability to demonstrate control, flexibility and maintain quality and high productivity when dealing with customers and changing work demand.Must be detail-oriented, organized with excellent vocal and written communication skills. Strong math and calculation skills required.Must have ability to multi-task and operate in a high-volume, fast-paced environment.Must be able to perform essential responsibilities with or without reasonable accommodation.Multiple language skills are a plus.Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Physical demands are those found in a typical business office environment. Must be able to perform essential duties and responsibilities with or without reasonable accommodations.

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