Job Posting:
The Senior Customer Experience Specialist position monitors and assists with highly escalated customer or corporate partner email inquiries. This is an in-office position at our Carrollton, Texas location - NO REMOTE POSSIBILITIES.
What you will do
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Monitors and Assists with Customer or Corporate Partner Inquiries:
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Acknowledges receipt and responds to emails assigned within documented service levels
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Performs research and provides resolution in a timely manner, striving for one-touch, same-day resolution
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Provides daily updates to internal and external customers regarding on-going research
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Reviews systems and documents to obtain information and problem-solve
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Works with team members, other departments, vendors, service providers and external companies/entities to obtain information in a timely manner and resolve research.
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Communicates verbally and in writing with internal and external customers in a professional, courteous manner
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Processes incoming payoff requests and payoff histories on interim-serviced loans based on CFPB guidelines
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Requests payoffs from sub-servicer, tracks, receives and forwards payoff statements on sub- serviced loans
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Reviews open items, bills, and systems to identify escrow disbursements that are due
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Reviews account balances, purchase advices, and system data to determine when/if disbursements should be made
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Obtains external data as necessary to obtain amounts due. This includes, but is not limited to, websites, phone calls, faxes, written requests.
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Accurately processes disbursements and check requests, ensuring items are paid correctly and on time
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Accurately documents the system(s) for disbursements made
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Researches loan level exceptions for data accuracy
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Handles customer inquiries received through web chat functionality
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Assists with other duties/projects as needed
What we are looking for:
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Mortgage servicing experience
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3+ years of customer service experience
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Demonstrated leadership experience
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Demonstrated experience working in a fast paced and changing environment
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Demonstrated experience with attention to detail, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines
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Demonstrated ability to consistently formulate clear, concise, and grammatically correct written communication to executives, high-touch loan officers, branch managers, and Servicing Management.
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Demonstrated experience with excellent customer service manner and ability to remain polite and courteous in tense situations
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Demonstrated experience with MS Office software products
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Demonstrated experience with high volume data entry
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Solid knowledge and understanding of federal and state mortgage servicing requirements, standards, and processes
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Solid knowledge and understanding of mortgage-related terms, such as escrow, taxes, closing documents, and insurance
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Solid knowledge and understanding of loan processing systems; Encompass, MSP, & FICS preferred
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Solid demonstration of critical thinking and process analysis skills
Fairway is an equal opportunity employer & is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.
At Fairway, we are committed to cultivating, fostering, and preserving a culture of diversity, equity, inclusion, and belonging. We do this with dialogue and advocacy through voluntary employee-led resource groups and corporate-sponsored events. We strive to attract, recruit, hire, develop, and retain the very best employees at all levels. Fairway is committed to embracing talent and supporting a culture of inclusivity, reflective of Fairway's Core Values.