Escrow Customer Service Representative

Customer Service Representative

A large banking client is looking for a Customer Service Representative to join their Mortgage Services organization. They will be responding to calls and emails from borrowers regarding their mortgage. They will be assisting Escrow analysts on reporting and payments. This individual can be taking anywhere from 20-40 calls a day to answer these client questions. These representatives are often having to conduct research for more complex client issues that require greater attention. This will require this individual to have excellent customer service, multitasking and time management skills.

Responsibilities include:

• Assist borrowers, attorneys, settlement agents, collection staff and other staff with billing statement and payment posting inquiries, payoff requests, and general loan inquiries/information.
• Assist the Payoff/Satisfaction Department in the preparation of payoff statements for borrowers, settlement agents and VNB Closing Department.
• Review in detail the complexity of initial and annual escrow analysis statements with borrowers.
• Prepare amortization schedules.
• Respond to basic tax and insurance questions.
• Review and resolve all customer service complaints.
• Receive and process borrower telephone payments (speed pay).

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

Skills and Requirements

• 2+ years of experience in the mortgage industry with general knowledge of the products and lifecycle from origination to closing
• Experience with Mortgage Servicing and Escrow Analysis
• Strong client services skills and ability to multitask
• Ability to commute to Wayne, NJ 5 days a week