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9 Sep 2022
Full-Time Customer Service, Mortgage Banking Specialist (Req#1071)
Job Description
Responsibilities include, but are not limited to the following:
The CSC Mortgage Banking Specialist serves as first line of response for all incoming residential mortgage calls through the Customer Service Center and specific designated branches.
Additional Responsibilities Include:
- Accurately and expediently answer inquiries from customers on all types of new and existing products and services by drawing on a detailed knowledge base of bank products, services, policies and procedures.
- Provide quick financial analysis in order to direct borrowers toward appropriate product.
- Gather borrowers information needed to forward quality residential mortgage referrals; conducting telephone interviews professionally ensuring accuracy of all information.
- Use assigned databases and or applications run daily reports and manage pending referral calls.
- Call back all pending mortgage referral business in a timely manner according to set timelines.
- Upon request, make outgoing sales calls to existing and or new customer prospects to increase mortgage referral business.
- Provides information on establishing new products or services with the emphasis on residential mortgage products, which requires a thorough understanding of what the Bank offers and how it may differ from our competitors.
- Cross-sells these bank products and services to inbound customers by educating them about possible new ways of benefiting from the Bank’s products and services.
- Provide high level feedback to management on any ongoing mortgage products and services issues.
- Provide ideas on how to improve and enhance the current product offerings.
- Handles basic customer complaints and problems without assistance by making independent decisions, which utilize customer satisfaction standards while adhering to requirements that minimize risk to the Bank.
- Provide information on ongoing mortgage applications to internal customers, providing insight as to the status of the loan whenever possible.
Qualifications:
- Associate’s Degree or related knowledge/skills base gained through experience preferred
- 1-3 years of banking experience in a call center environment
- Strong sales and customer service skills and experience.
- Strong knowledge of mortgage sales regulatory environment.
- Ensures effective communication with the customer by utilizing superior verbal skills.
- Projects a customer friendly image over the telephone.
- Must be self motivated.
- Thorough knowledge of Metavante, Access, EXCEL, Word and ECM a definite plus.
Perks:
- Remote work flexibility for folks in MA
- Hire immediately
- Growth opportunities
- Great benefits
- Strong culture
- Work life balance
How to Apply
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