Vacancy caducado!
EO/AA Employer including Vets and DisabledQualified applicants with arrest and conviction records will be considered in accordance with legal requirements.Job Description SummaryWorking under the supervision of the Customer Service Manager this position is responsible for providing oversight of the workflow and processes within the Customer Service team as well as providing support, mentoring and training for Customer Service staff members. The Customer Service Lead acts as a first point of contact for the Customer Service Specialists when handling more complex calls or inquiries, as well as an escalation point for situations that requires a higher level review prior to referring to the Manager. This position works closely with staff for training (new hire and ongoing), and assists with testing for new products, processes and system enhancements. The Customer Service Lead will have demonstrated in-depth knowledge of mortgage and consumer loan functions within the Customer Service Department and/or other Loan Servicing areas. This position will also handle and resolve escalated customer issues, both internal and external, department procedure reviews and act as a mentor and trainer with new employee training. This position is able to handle more complex and sensitive customer issues and research and respond to program specific questions related to the mortgage and consumer loan portfolio to include escrow, cash/payoff processing, procedures, acquisitions, projects, system testing and other duties of the Customer Service Department. This position works with a high level of independence and recognizes additional training and more in-depth skills, experience and performance. This position may be delegated supervisory functions in the absence of the manager.Job DetailsESSENTIAL FUNCTIONS:
Follow established procedures in authenticating customers and ensure customer confidentiality.
Ensure adequate staff and process coverage in the absence of the manager, bridging gaps when absences may occur.
Working with the Manager, assists in the hiring process for new employees with recruiting, interviewing and candidate selection.
Monitor the telephone software (IVR and ACD) to ensure calls are being handled and distributed appropriately to the Customer Service Specialists and make recommendations for schedule changes as needed.
Serve as a resource or Subject Matter Expert (SME) for other team members and projects.
Research, resolve and communicate more complex or technical information clearly and concisely, adjusting language and terminology to the needs of the customer (internal and external).
Work independently and without direct supervision to complete tasks and assignments.
Strong problem solving skills with the ability to effectively communicate (verbal & written).
Assist with training and mentoring staff, new hire and ongoing.
Provide research, input, technical expertise, testing, and training, which may include work-a- rounds, for any new computer systems and/or upgrades and enhancements.
Support department management in maintaining internal controls and regulatory compliance to include the following:
Keep informed of current compliance issues and regulations to ensure controls are maintained on all existing and new products and services
Participate in and provide training in regulatory and compliance issues as needed
Assist with the development and maintain appropriate written policies and procedures to facilitate compliance and department processes
Cooperate with internal and external audits
Assist with providing data for department reports and audit requests.
Assist with scheduling and assigning work based on staff schedules and projects.
Participate in department and corporate meetings as appropriate to include BKFS FAC meetings.
Routinely access opportunities and offer suggestions for process improvement to management.
Promote a positive and professional work environment with external and internal customers and external business partners, vendors, auditors and investors.
Act as a liaison between the Customer Service group and QA Specialist for call monitoring, identifying trends or issues and making recommendations to the Customer Service Manager for procedures or training.
Assume other duties/projects as they arise and be responsive to the department.
REQUIREMENTS:
The preferred candidate will have a minimum of 5 years of Mortgage Banking experience with a focus in Loan Servicing Customer Service; Preferred overall knowledge of Mortgage and Consumer loans and lending, Escrow Administration, Payment Processing, Special Loans, Collection/Default, Loan Originations, and Secondary Marketing.
High School degree required, Associates of Art or BA preferred.
Completion of the ABA Team Leader Certificate curriculum or equivalent study program.
Training classes and/or certification in related lending, origination, servicing operations and business writing preferred.
Proficient in Microsoft applications with emphasis on Word, Outlook and Excel; minimum typing speed of 45 WPM. Experience with mortgage servicing systems, preferably MSP, telephony systems (IVR, ACD and call monitoring) and imaging experience preferred.
Excellent customer service skills as acts as a mentor and trainer for the Customer Service team and may have occasion to meet with customers, internal and external auditors, regulators, vendors and business partners.
Excellent communication skills: verbal and written. Demonstrated ability to respond to escalated customer issues, partner and work effectively with various departments/groups such as Auditors, Legal and regulatory contacts. Ability to compose, edit and direct others to ensure all communication is accurate, professional, and represents the Bank in a positive manner.
Effective time management with proven experience as a self-starter, dependable and accurate in completing work tasks/responsibility with strong attention to detail and organizational skills.
Able to meet and/or exceed deadlines, assist with enhancements/upgrades or projects, as well as gather, analyze, recommend solutions and present information.
Ability to lead and facilitate change, caused by market demand, corporate needs, or regulatory requirements
Able to work independently, and as part of a team, with people of diverse backgrounds.
Promote effective and positive communications and build strong, working relationships with employees, co-workers, internal business partners and external customers and vendors.
Possess good judgment, ability to accept responsibility and handle confidential information.
Excellent analytical and problem solving, research, and decision making abilities.
Proven ability to seek out documentation, obtain answers and train staff on the servicing system.
Must be versatile, with ability to prioritize a number of duties at once.
Possess strong problem solving and organizational skills.
Dependable and conscientious about responsibilities.
Strong ability, desire and enjoyment in working with others, both employees and customers, in a cooperative, professional and friendly spirit.
Work cooperatively with and maintain effective communication and working relationship with co-workers and manager.
Possess good judgment, ability to accept responsibility and handle confidential information.
Regular and punctual attendance required.
Willingness to work overtime when necessary required.
Willingness to assume additional duties, or projects as they arise.
Good vision and hearing (corrected if necessary), able to sit for long hours, manual dexterity to include but not limited to filing, reaching, and bending required. Ability to lift 20 lbs.
Hours 8:00am -5:00pm Monday through Friday.
MENTAL AND PHYSICAL CONSIDERATIONS:
Willing and able to travel occasionally as needed.
Operation of a Personal Computer and viewing information on a monitor.
Must be able to sit for many hours each day.
Must be able to communicate via telephone and possess dexterity to include filing document, reaching and bending.
May be required to stand for extended periods of time.
Ability to lift or carry up to 20 pounds
Ability to speak English and express ideas and have difficult conversation in person and over the telephone
Ability to listen and comprehend speech.
Ability to problem solve, make decisions, interpret data and information, read, write and organize information in an orderly manner.
WORK ENVIRONMENT:
Normal business office environment.
Ability to sit in artificial light for extended periods of time
This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.AreaLoan Servicing (Corporate)Who We AreFounded in 1921, HomeStreet Bank offers consumer and business banking, mortgage financing, commercial lending, investment and insurance products and services in the Pacific Northwest, California and Hawaii. We maintain a shared goal across teams and regions to be the trusted and preferred source of financial services for our clients.Our drive to achieve this goal begins with trust – in our own abilities and in those who we work with each day. At HomeStreet, we respect and empower our employees to make decisions that support innovation, and deliver results for customers. Employees collaborate across teams to make the right decisions, share knowledge, continually move forwards and grow.We believe in promoting from within to deliver the strongest base of company knowledge, shared experience. And understanding about how our company has grown and evolved since its founding in 1921. Our teams reflect motivation, caring and a drive to achieve while having fun and supporting the communities where we live and work. This is how we deliver value every day.Work CultureAs a rapidly expanding company, HomeStreet offers many opportunities to learn and grow. Throughout a period of dramatic growth, we have preserved the tradition of working in cross-functional project teams and promoting advancement across the company. Whether your interest lies in the banking or lending aspects of our business, if you have a desire to learn, are enthusiastic, perform quality work and have a passion for customer service, you will thrive in this fast paced and fun environment where people respect and help each other.Diversity and InclusionDiversityHomeStreet is committed to a diverse workplace with employees from a wide range of backgrounds. We recognize that a more diverse workforce translates to broader perspective and greater understanding, which in turn translates to a greater capacity for customer service. We focus on recruiting and retaining employees from different backgrounds and who are representative of the people in our communities. By doing so, we are better able to serve our customers and understand their financial services needs and goals.Equal Employment OpportunityEqual employment opportunity is a fundamental HomeStreet belief. We practice fair and equal treatment for everyone, regardless of race, color, national origin, ancestry, religion, creed, political ideology, gender, marital status, sexual orientation, age, or the presence, history or perception of having any sensory, mental or physical disability, genetic information, or protected veteran status. In addition, we ensure compliance with federal, state and local laws governing nondiscrimination in employment. This philosophy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Employing Individuals with DisabilitiesHomeStreet embraces the American with Disabilities Act (ADA) and applicable state and local laws providing for nondiscrimination in employment against qualified individuals with disabilities. If you have any difficulty using our online system and you need an accommodation due to a disability, you may use the alternative email address below to contact us about your interest in employment with HomeStreet Bank: [email protected] Grow With UsFor more than 90 years, HomeStreet Bank has maintained a strong commitment to ethics, customer service and support of our communities. Building trust with our customers and employees is at the core of everything we do, and we’re looking for talented and motivated people to join us as we grow and evolve as a company.We are an equal opportunity employer with a commitment to employee development. We continually aim to build and maintain a successful team of talented people who feel challenged to do their best every day. We hire for potential, support personal development, and whenever possible, promote from within.We offer competitive salaries, benefits, and incentives with the opportunity to give back to the community. Whether you’re just beginning your career in financial services, or have years of experience, we have a wide range of job opportunities for you to consider.
Vacancy caducado!