What are the responsibilities and job description for the Mortgage Customer Service Specialist position at Gateway First Bank?
Customer Service Specialist JOB SUMMARY:
Responsible for identifying customer service issues and resolving them, providing operational feedback to identify root causes of problems/issues, and eliminating the need for call escalation.
Customer Service Specialist ESSENTIAL FUNCTIONS (RESPONSIBILITIES):
- Responds to first-level support questions from customers.
- Answers calls and provides necessary support to and the assurance that they will be served by knowledgeable mortgage specialists.
- Applies and leverages technology systems to consistently follow up and document problem resolutions.
- Maintains customer records and updates customer account information.
- Resolves customer service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; and following up to ensure resolution.
- Communicates with and serves customers via phone, email, and letter.
- Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
- Performs related responsibilities as required or assigned.
Customer Service Specialist REQUIRED QUALIFICATIONS:
Knowledge/Skills/Abilities
- Proficiency in the use of Microsoft Word and Microsoft Excel.
- Proven problem solving capabilities.
- Ability to work in a team environment.
- Organized, task oriented and attentive to detail.
Equivalent Education/Experience
- High School Diploma.
- At least 1 years of related customer service experience.
- Prefer related experience in a call center environment.
- Prefer related experience in mortgage banking.
Customer Service Specialist SPECIAL JOB DIMENSIONS:
Work involves spending 70% of the time answering customer calls & resolving issues completely to ensure one call resolution.
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