Call Specialist, Assumptions

Summary:

The Call Specialist, Assumptions role is to provide exceptional service to our customers, answering their assumption queries, and resolving their issues. Provide energetic support and bring a positive attitude and willingness to learn. Ability to multitask and be comfortable in a fast-paced work environment. Top-notch communication skills, as you listen to, understand, engage with, and respond to customers - that includes over the phone, or via written communication like email or letter. Provide patience and politeness as you explain policies and procedures to customers, while always keeping a close eye on confidentiality and data security. You will be responsible for reviewing assumption requests received in the team call queue (IVR) and from other incoming sources, provide general information regarding the assumption process to borrowers, and complete intake processing for all loan types.

Candidate will be required to work 10am - 7pm EST ONLY

If you're on another time zone, the hours would be as follows:

• 7am - 4pm PST

• 8am - 5pm MST

• 9am - 6pm CST

Essential Job Duties and Responsibilities include:

• Represents the company in a professional and enthusiastic manner by providing a world class level of customer service. Ensures each call is handled with compassion and a resolution is reached the first time.

• Builds customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately.

• Receive incoming calls and/or conduct outbound calls to provide general information regarding the assumption process to current and assuming borrowers.

• Review all incoming documents received from borrowers and applicants if needed.

• Manage the assumption queue daily and complete all requests within the required timeline.

• Data entry into the Loan Origination System, document software, and account systems.

• Maintain regular and punctual attendance. Comply with all company policies and procedures.

Other Related Duties:

Performs other related duties as assigned. 

Supervisory Responsibilities:

This position is an individual contributor with no direct reports.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function 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 of the job.

Education and/or Experience:

• High school diploma required.

• Some college or associate degree or equivalent from two-year college or technical school preferred or equivalent combination of education and experience. 

• Two (2) to four (4) years’ experience in the mortgage industry.

• Proficient in Excel, Adobe Acrobat, and knowledge of various file formats.

Certificates, Licenses, Registrations:

None required.

Language Skills:

Ability to read and interpret documents such as policy and procedure manuals, safety rules, operating and maintenance instructions. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

Reasoning Ability:

Ability to solve practical problems and solve a variety of concrete variables in situations where only limited standardizations exists. Ability to intemperate a variety of instructions furnished in written, oral, diagram, or schedule form.

Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.

Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

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 frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

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. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Equal Employment Opportunity

Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.