Associate, Mortgage Servicing Customer Services - Temporary Position

The Associate, Mortgage Servicing (Customer Services) is responsible for effectively servicing telephone and walk-in customer's inquiries. The Associate is expected to guide the customer in order to resolve and/or escalate any inquiries, concerns or complaints related to the Mortgage product. Position will be working onsite, based in Oriental Center, San Juan, PR.

MAIN DUTIES & RESPONSIBILITIES:

• Provide welcoming, friendly, personal, and confidential service by meeting all standard turnaround times and commitments.
• Provide clear, relevant information covering what service steps are involved, why the service steps are necessary, and the required timing.
• Strive to fully satisfy the customer's needs, by referring them to another officer, specialist or supervisor, when needed and follow through with the customer to ensure a satisfactory conclusion was reached.
• Quickly respond and deliver document requests to customers request (legal documentation, credit file documents, appraisals, and certification letters, among other documents).
• Perform required loan maintenance in Horizon System.
• Promote alternative delivery products and refer opportunities for Mortgage and Personal Banking products.
• Consistently use the Banks selling process to initially identify, then satisfy customer needs by providing any clarification necessary, ensuring the customer is aware of the benefits to them such as cost, convenience, financial information available (balances, transaction history, etc.)
• Ensure quality customer service is provided on every contact, adhering to the Bank's service standards.
• Support accounting process for mortgage loan cancellations such as the transaction reconciliation, helping prepare basic accounting entries for processing.
• Coordinate post cancellation mortgage note custodial process and customer pay-off required notification letters.
• Maintain confidentiality of customer information.
• Adhere to established Bank Regulations and procedures within assigned authority and responsibility, reporting unusual occurrences or possible fraudulent activity to team lead or manager.
• Other duties may be assigned.

• Bachelor's or Associate Degree in Business Administration or related field required.
• One (1) year of experience in customer service mortgage procedures.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Proficiency in MS Office (Word, Excel, PowerPoint) required.
• Thorough analytical & problem-solving skills.
• Good problem solving and decision-making skills.
• Exceptional customer service skills.
• Team oriented.
• Strong organizational skills and the ability to prioritize and deal with the workload to meet deadlines.
• Fully bilingual - English and Spanish (verbal and written) required.