Mortgage Customer Service Rep I (Call Center) Capital One - Plano, TX Summary The primary responsibility of the Customer Service Rep is to respond to verbal account inquires over the phone. The Customer Service Rep will answer questions related to all aspects of mortgage servicing. Other responsibilities include making welcome calls to our new customers, providing explanations to customers about adjustable rate mortgage products, such as the reason for their rate increase, escrow account information, and to respond to verbal account inquires. The Customer Service Rep must demonstrate patience, empathy, quality, listening skills, excellent communication skills, high degree of professionalism, computer skills which include data entry input accuracy, the ability to work in a high volume fast paced environment, professional telephone manner, and the use of proper grammar. Responsibilities - Answer approximately 75 incoming customer calls received thru ACD system daily. - Provide customers with information requested through verbal or written correspondence and maintain accurate records (i.e. balance statements, documents copies, and account history). - Direct calls or correspondence to proper departments in event information is not available or requires research - Take mortgage payments over the phone, respond to inquiries regarding hazard and flood insurance issues and disbursements, respond to inquiries regarding tax issues and disbursements. - Review and explain escrow disclosure statements (i.e. account shortages and overages). - Discuss and respond to inquiries regarding loan types and terms (i.e. VA, FHA, Conventional, ARM). - Maintain and process request for addition/changes/deletion of customer names from account record by ensuring that proper documentation is received and investor guidelines are met - Respond to the needs of customers who are not satisfied with assistance provided by Customer Service Representative. - Assist overflow with difficult calls. - Other duties as assigned. Required Schedule 10:00am – 7:00pm, Monday – Friday Qualifications Basic Qualifications - High School diploma, GED, Equivalent Certification, or military experience - A Bachelor’s degree or 6 months of Financial Services experience - Proficient with Microsoft Office jobs.capitalone/m/job.aspx?state=texas&category=call+center+and+customer+service&jobtitle=mortgage+customer+service+rep+i+(call+center)&jobid=4201614&ss=paid&apstr=src%3dJB-10110
Posted on: Thu, 26 Sep 2013 14:04:58 +0000
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