HELOC Phone Representative I

HELOC Phone Representative 

Full time; Nonexempt; 37.5 hours/week; Overtime as required.

Location; Lake Zurich, IL, US

Department: Customer Service

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description:

Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests. 

Essential Functions and Duties:

• Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.
• Appropriately refer inquiries and research requests to the applicable department or staff member.
• Verify and change account information, process and forward documentation requests to various internal departments.
• Perform in accordance with expectations as set forth in the department’s policies and procedures.
• Submit requests to initiate, correct, or resolve issues.
• Prepare and send account information and other correspondence to borrowers, clients, and other third parties.
• Document all activity timely and accurately in appropriate databases.
• Represent “Private Label” clients by using organizational names accurately when interacting with their customers.
• Ensure that all verbal and written communication to borrower and authorized third parties is in a manner that is simple to understand, empathetic to the borrowers’ financial situation, professional, and represents a strong breadth of knowledge. 
• Escalates issues timely to applicable channels.
• Attend meetings and participate in projects. 
• Successfully completes mandatory training requirements and department specific training, as defined by management.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned. 

Required Qualifications:

• High School Diploma or equivalent required.
• Effective verbal and written communication skills to interact in a positive and professional manner at all times with all levels of audiences. 
• Ability to collaborate with various constituents. 
• Excellent organizational and time management skills.

Preferred/Other Qualifications: 

• Customer service experience.
• Mortgage industry experience.
• Knowledge of loan processing system.

 Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations. 

The employee must be able to remain in a stationary position and or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer and phones. The noise level, if working on-site, is usually moderate and typical of an office environment. 

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.