HELOC Phone Representative I

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Respond to incoming calls from borrowers, third parties, and clients.

• Address inquiries and execute requests related to loan maintenance.

• Manage intricate questions regarding all facets of loan servicing.

• Assist with escalated issues from junior team members.

• Direct inquiries and research requests to the appropriate departments or personnel.

• Confirm and modify account details as necessary.

• Process and relay documentation requests to internal teams.

• Submit requests to initiate, amend, or resolve issues.

• Prepare and dispatch account information and correspondence to borrowers, clients, and third parties.

• Accurately document all activities in the relevant databases.

• Represent Private Label clients by using the correct organizational names.

• Communicate clearly, empathetically, professionally, and knowledgeably with borrowers and authorized third parties.

• Escalate issues through the appropriate channels.

• Attend meetings and engage in projects.

• Complete mandatory, department-specific, and annual regulatory compliance training.

• Perform other related tasks as assigned.

⛳️ Requirements

• High School Diploma or equivalent is required.

• Strong verbal and written communication skills.

• Ability to work collaboratively with various stakeholders.

• Exceptional organizational and time management abilities.

• Comfortable working in an on-site office environment or a designated, quiet work-from-home space.

• Capable of remaining stationary and/or moving around the organization or remote office.

• Ability to frequently stand or walk, sit, type, write, handle, feel, and reach.

• Ability to occasionally climb, balance, stoop, kneel, crouch, or lift/move items up to 25 lbs.

• Proficient in operating computers, calculators, copy machines, printers, phones, and other office equipment.

• Customer service experience is preferred.

• Experience in the mortgage industry is preferred.

• Familiarity with loan processing systems is preferred.

🏝️ Benefits

• Overtime as required.

• Option to work from home in a designated, quiet space.

• Reasonable accommodations for qualified disabilities.

• Mandatory and department-specific training provided.

• Annual regulatory compliance training offered.