Customer Service Representative

Company Name:
Waterstone Mortgage Corporation
### Job Description
SUMMARY: The Customer Service Representative will be responsible primarily for the company's post-purchase mailing of Notice of Sale and Transfer of Servicing, first payment letters and their applications, and hazard endorsement requests. This position is our front line to many mortgage loan servicing questions. It requires the ability to field calls and make customer contact regarding mortgage loan servicing. Spanish speaking is beneficial, but not required.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Run daily purchased loan reports. Contact borrowers with purchased loans to notify them of servicing transfers and mortgage payment letters. (Courtesy calls and mailing of Notice of Sale).
Review accounts for accuracy, print statements and oversee timely mailing of notices to customers.
Mail hazard endorsement requests to agents, assist with calls, and provide support for insurance mail post closing which needs to be sorted and sent to Investors.
Field all customer service phone calls and emails from employees, customers, and Investors.
Oversee the mailing of Customer Service surveys, entering of data into Encompass and distribution quarterly to the branch managers. Forward extreme responses to Customer Service Manager for direction.
Individuals in this position shall not engage in loan origination during the course of his/her employment with WMC. Loan origination is defined as (1) taking a residential mortgage loan application; or (2) offering or negotiating terms of a residential mortgage loan for compensation or gain.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Additional qualifications: Pleasant telephone demeanor. Ability to work independently. Organized self-motivator. Availability to work flexible hours into the evening as needed.
EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED)
COMPUTER SKILLS: Previous experience with Encompass is a plus, but not mandatory.
LANGUAGE SKILLS: Good grammar and diction. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
CUSTOMER SERVICE SKILLS: Using excellent customer service skills which includes maintaining a good attitude, taking ownership of meeting customer needs, going the "extra mile" for customers, demonstrating a commitment to sharpening skills through education and training, using positive communication, and looking for opportunities to respect customers' time and schedules.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to walk; stand; and stoop, kneel or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment is a professional office environment where a conservative business dress code is in effect. The noise level in the work environment is usually moderate.
Job Title: Customer Service Representative
City: Pewaukee
Branch: Corporate

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