Customer Advocate II

Summary:
Research and resolve customer and/or authorized third party concerns including but not limited to foreclosure, escrow, payment application, credit bureau reporting, and payment changes. Communicate results of research in a timely manner either via written correspondence and/or by telephone.

Duties:

1. Display a commitment to provide superior customer service and communicate effectively with customers and/or authorized third party entities, as well as, co-workers and management team.
2. Adhere to RESPA, FCRA, and GLBA guidelines and achieve Company standards for dispute resolution.
3. Ensure written communication is professional, grammatically correct, and effective.
4. Ensure that all research is complete and issue is resolved the first time.
5. Display the appropriate understanding of the Mortgage Industry and Company policies and procedures.
6. Ability to conduct your self within a professional manner and maintain the integrity of the Company at all times.
7. Ability to identify issues and ensure that the response appropriately answers all of the issues in an accurate and professional manner.
8. Ability to plan and organize workload to achieve 30 calendar day turnaround time requirements.
9. React well under pressure and show initiative to take action; look for and share new information as discovered; ask for help when needed.
10. Examine and complete full research before requesting any corrections to customer's account and facilitate the completion of any corrections that are necessary.

Specifications:
1. H. S. Diploma or GED minimum required. Associate Degree or equivalent business experience preferred.
2. Strong Written and Verbal communication skills.
3. Strong organizational and time management skills.
4. Proven ability to handle stressful situations and effectively manage a high volume.
5. Self-starter with proven decision-making skills.
6. Established Customer Service Skills.
7. Knowledge of mortgage laws and regulations required.
8. Strong interpersonal skills.
9. Ability to handle multiple tasks in a deadline driven environment.

Principal Outcomes/Accountabilities of Job & Direct Reports:
Achieve departmental turnaround time of 30 calendar days. Completes minimum of 3.5 items completed per day. Demonstrates professional written and verbal communication skills on a daily basis and strives to meet the highest standards of quality. Demonstrates the ability to effectively resolve escalated issues in a timely manner.

Physical Demands: Office environment