SUMMARY:

The Mortgage Servicing Specialist is the primary point of contact for TexasBanks mortgage loan customers. Responsible for receiving customer contact inquiries via the inbound phone system. The calls routed to Customer Service are inquiries related to payment applications, principal curtailments, tax and insurance disbursements, escrow analysis, assumption, adjustable-rate mortgages, payoff statements, and all other inquiries regarding current mortgage loans.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

Identify and verify customers' preferred language during interactions to ensure effective and comfortable communication throughout the assistance process.

Consistently demonstrate a courteous, understanding, and professional demeanor in all customer interactions to foster a positive experience and build trust.

Address and resolve customer inquiries quickly and efficiently to ensure timely assistance and maintain high levels of customer satisfaction.

Develop an in-depth understanding of all products to confidently and accurately respond to customer questions and provide relevant information.

Engage with customers through multiple communication channels, such as phone, email, chat, and in-person, to ensure flexible and accessible support.

Document all customer interactions, including transactions, feedback, and complaints, to maintain accurate records and facilitate follow-up actions.

Reach out to customers regarding overdue bills, providing clear information about the outstanding amounts and necessary actions to resolve the issue.

Offer guidance on various payment options and recommend suitable methods to facilitate timely and convenient payments for customers.

Collaborate with team members and other departments as needed to resolve customer issues and ensure cohesive service delivery.

Assess and report on the effectiveness of the customer service process, offering constructive feedback to improve procedures and enhance overall service quality.

Perform other duties and special projects as assigned.

WORKING CONDITIONS:

Air-conditioned office environment.

Consistent and timely attendance is required to ensure uninterrupted operational efficiency and exemplary service delivery.

PHYSICAL DEMANDS:

Sit for extended periods of time.

Walk, stand, bend, squat, twist, and reach.

Simple grasping and fine manipulation.

Extended keyboarding.

TexasBank

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