<p>Summary:</p> <p>Research and resolve customer and/or authorized third party concerns including but not limited to foreclosure, escrow, payment application, credit bureau reporting, and payment changes. Communicate results of research in a timely manner either via written correspondence and/or by telephone.</p> <p>Duties:</p> <ol> <li> <p>Display a commitment to provide superior customer service and communicate effectively with customers and/or authorized third party entities, as well as, co-workers and management team.</p> </li><li> <p>Adhere to RESPA, FCRA, and GLBA guidelines and achieve Company standards for dispute resolution.</p> </li><li> <p>Ensure written communication is professional, grammatically correct, and effective.</p> </li><li> <p>Ensure that all research is complete and issue is resolved the first time.</p> </li><li> <p>Display the appropriate understanding of the Mortgage Industry and Company policies and procedures.</p> </li><li> <p>Ability to conduct your self within a professional manner and maintain the integrity of the Company at all times.</p> </li><li> <p>Ability to identify issues and ensure that the response appropriately answers all of the issues in an accurate and professional manner.</p> </li><li> <p>Ability to plan and organize workload to achieve 30 calendar day turnaround time requirements.</p> </li><li> <p>React well under pressure and show initiative to take action; look for and share new information as discovered; ask for help when needed.</p> </li><li> <p>Examine and complete full research before requesting any corrections to customer's account and facilitate the completion of any corrections that are necessary.</p> </li></ol> <p>Specifications:</p> <ol> <li> <p>H. S. Diploma or GED minimum required. Associate Degree or equivalent business experience preferred.</p> </li><li> <p>Strong Written and Verbal communication skills.</p> </li><li> <p>Strong organizational and time management skills.</p> </li><li> <p>Proven ability to handle stressful situations and effectively manage a high volume.</p> </li><li> <p>Self-starter with proven decision-making skills.</p> </li><li> <p>Established Customer Service Skills.</p> </li><li> <p>Knowledge of mortgage laws and regulations required.</p> </li><li> <p>Strong interpersonal skills.</p> </li><li> <p>Ability to handle multiple tasks in a deadline driven environment.</p> </li></ol> <p>Principal Outcomes/Accountabilities of Job & Direct Reports:</p> <p>Achieve departmental turnaround time of 30 calendar days. Completes minimum of 3.5 items completed per day. Demonstrates professional written and verbal communication skills on a daily basis and strives to meet the highest standards of quality. Demonstrates the ability to effectively resolve escalated issues in a timely manner.</p> <p>Physical Demands: Office environment</p>