General Purpose:  Create a positive experience for our customers by providing accurate and timely product and service information and resolving problems.

 

Essential Duties and Responsibilities:

  • Resolve product or 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 correction or adjustment, and following up to ensure resolution.
  • Respond to customer inquiries within the same workday to assure them inquiry was received. Work to resolve issues within a timely manner.
  • Communicate regularly with customers until the issue has been resolved.
  • Answer central customer service telephone line in a friendly, professional and helpful manner.
  • Maintain accurate customer records by regularly updating account information.
  • Maintain financial accounts by processing customer adjustments and process monthly mortgage payments.
  • Develop good understanding of internal and external contacts and resources.
  • Develop in-depth knowledge of entire loan life cycle in order to fully understand implication of the work of the customer service function.
  • Accurately file documents and information in the system and ensure all information is complete and accurate. Use checklists and other job aides as necessary to accurately complete all required information.
  • Perform other related duties as assigned and required.
 *LI-TG1

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6,500+

Strong
#TeamloanDepot

1,800+

Licensed
Loan Officers

200+

Branch
Locations

5th

Largest
Retail Lender

$135B

Funded Since
Inception

50

Licensed
States