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Corporate Customer Service Specialist

Company: New American Funding
Location: Tustin
Posted on: May 3, 2021

Job Description:

Summary: Supervises and coordinates activities of Customer Service Representatives engaged in t he Customer Service Representative works with loan officers and assists by communicating with customers with regards to the loan process by both gathering information from the customer and providing information to the loan officer as it relates the mortgage loan process. Customer Service Representatives communicate with the loan officer and customer through email, telephone, and face-to-face, and gain experience in the loan origination processha ndling service orders and telephone complaints of customers by performing the following duties.


    • Customer Service Calls
    • Customer Service Emails
    • Escalated borrowers and 3 rd parties
    • Monitor Escalated loans through to funding
    • Purchase packets assistance
    • Reverse Mortgage Survey (Calls)
    • Research and process check request for reimbursements (Appraisal fees, other fees)
    • Appraisal Issues
    • Missing Document Requests (Post Closing/Underwriting)
    • Credit Inquiry Removals and disputes
    • Escrow/Title Issues
    • Impound Issues (Origination)
    • Property Tax and/or Property Insurance discrepancy research
    • Loan Officers/Processor complaints
    • Funding Issues
    • Solicitation letter removals
    • Marketing Complaints (Mailer and Radio)
    • Assist in system and document change recommendations
    • Establish new protocol/procedures (based on complaints)
    • Assist Sales in Training Materials (based on complaints)
    • Quarterly Sales Meetings to discuss complaint trends
    • Send out Customer Service "Friendly Reminder" Emails (Sales & Processing)
    • New Vendor Request
    • Notate and review files using Bankerview, Encompass, as well as Black Knight systems

Keywords: New American Funding, Tustin , Corporate Customer Service Specialist, Other , Tustin, California

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