Closing Customer Service Specialist (MORTGAGE experience preferred)
GENERAL FUNCTION: Performs a wide range of escalated duties related to customer service within the mortgage closing department. Responsible for assisting internal and external customers with loans that are in closing and require immediate assistance. Handles complex telephone calls and emails and makes every effort to answer the customer's question/solve the problem. Responsible for ensuring that the closing department maintains a high level of positive customer experience.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank¿s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES: This position requires S.A.F.E. Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). The NMLS web site mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.
Work with Closing, Fulfillment, Escrow/Title Companies and Sales leaders to manage and resolve customer service Issues to meet or exceed goals, objectives, and standards.
Investigates internal and external customer inquiries and independently researches and resolves problems related to the mortgage loan closing process.
Systematic and Pragmatic approach to achieving tasks.
Monitor Compliance issues, including that all department members attend required meetings and that the staff is in compliance with State and Federal Regulations.
Requires senior level knowledge of residential mortgage loans in order to handle escalated problems and issues.
Maintain professional relationships with internal and external customers to resolve escalated issues as needed.
Maintain high level of customer service by being proactive in communicating with internal and external customers regarding the status of the closing process, including closing cancellations and coordination of rescheduled closings.
Handles and maintains a daily log of loans to be funded for business.
Handles customer calls and emails in a professional, courteous manner and takes every step possible to answer the customer's question or solve the problem minimizing transfers.
When follow-up is required, doing so within the timeframe committed to the customer.
Assist with HUD analysis, disbursement of funds, and review of signed closing documents as needed. Accurately enters reported customer issues into a database for tracking, information gathering, and/or troubleshooting before end of business day.
Utilize strong teamwork and collaboration to continually improve customer service and satisfaction for internal and external customers, by making suggestions/changes to current policies and procedures.
Ensure accurate, complete, and timely loan data on processing/closing system.
Take an active role as an escalation point within the team based on experience/knowledge.
Maintain knowledge of Fifth Third Mortgage Company's policies and procedures.
Perform any other duties as assigned.
SUPERVISORY RESPONSIBILITIES: None
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
*Two to Four year's previous Closing/Processing experience required.
*Extensive knowledge of real estate documentation requirements and the closing process.
*Extensive knowledge of Conventional, FHA, VA, Bond, Construction, 203K, Land Trust and Living Trust loan Closings or a strong mix of listed loan types.
*Excellent written and verbal communication skills.
*Strong PC skills (MS Office) required
*Must have experience with Mortgage origination systems, platforms tools and
*Demonstrated organizational skills.
*Demonstrated teamwork and customer service skills.
*Demonstrated leadership skills.
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