SUMMARY

This position is responsible for providing exceptional customer during the loan servicing and default process; to both internal and external customers. The Customer Service Advisor will be the liaison between the customer and departments including Loss Mitigation, Escrow, Foreclosure, Bankruptcy, Cashiering and other operations' groups as necessary. In this role, this person will work with these different departments and the borrower to ultimately resolve any customer service loan servicing matters.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Be the primary contact for internal and external customers and approved third parties while providing exceptional customer service.
• Research all customer issues and bring them to a final resolution.
• Manage Inbound Call Q and Outbound Call Campaigns.
• Assists customers with routine account related questions and requests as well as collection of payments.
• Handles customer complaints and escalates issues to Manager as needed.
• Maintains cleanliness in and around work station.
• Recommends to Manager possible methods to improve department.
• Completes all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Dresses professionally.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Bachelor's Degree, (Preferred but not required)
• High School or Equivalent, (Required)
• Financial services/operations environment, 4+ Years (Preferred but not required)
• Mortgage/Default, 2+ Years (Preferred but not required)

Technical/Functional Competencies

• Basic mathematical skills.
• Proficient computer skills.
• Strong written and verbal communication skills.
• Exceptional customer service skills.
• Strong negotiation skills
• Knowledge of MSP (Preferred)
• Knowledge of corporate policy, laws and regulatory requirements of area of responsibility.
• Ability to work in team environment to resolve problems
• Good problem-solving and decision-making skills.
• Demonstrates good judgment.
• Strong organizational skills.
• Ability to work in a fast-paced environment and work well under pressure.
• Strong interpersonal skills and ability to work well with a wide range of people.
• Ability to use e-mail, phone, and other communication tools are necessary.
• Willingness to accept additional responsibilities.
• Dependable and adheres to time lines and schedules.
• Takes initiative in development and completion of projects.

Physical Working Conditions

This is somewhat sedentary work that requires the following physical activities:

• Sitting or standing for long periods, walking, finger dexterity, feeling, repetitive motions, talking hearing, and visual acuity including close vision.
• Occasional lifting (up to 10 pounds of computer equipment or paper).
• May be required occasionally to stoop or kneel.
• Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Working Conditions

• Normal Office environment.
• Moderate noise level.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at for assistance.