Member Services Specialist - TruHome Solutions

Summary

TruHome Solutions* has provided private-label mortgage services to credit unions since 2004. By partnering with us, you’ll break through the barriers of cost, regulation, and technology, resulting in increased loyalty and service of your members in one of the most important times of their lives.

This position is responsible for handling a variety of member services calls in a prompt and courteous manner. Requires working in an automated call queue to assist our customers, resolve mortgage related questions and issues that may include but are not limited to include address corrections, account research, balance inquiries, name changes, payment applications as well as credit reporting concerns. This position will also be responsible for correspondence received either by department inbox or by general mail and may assist with various mortgage servicing projects.

Open Shifts:

• Monday- Friday 7:30-4:00 and a rotating Saturday once a month from 8-1
• Monday- Friday 8:30-5:00 and a rotating Saturday once a month from 8-1
• Monday- Friday 9:30-6:00 and a rotating Saturday once a month from 8-1

Duties & Responsibilities

• Receives customer telephone questions and concerns in a professional manner and provide timely and accurate resolution.
• Presents a positive, successful image of THS through a professional demeanor and caring approach with members.
• Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Member Services Seniors, Leads or Manager.
• Minimizes customer impacts and ensures each customer has a positive interaction with mortgage servicing.
• Takes a proactive approach to drive first call resolution by asking questions to clarify needs, thoroughly addressing inquiries, and setting appropriate expectations.
• Abides by established procedures and guidelines.
• Assists in identifying potential risks, communicates them to management and takes appropriate steps to avoid risk.
• Identifies potential improvements to current team processes and procedures.
• Develops and maintains positive working relationships by providing high quality customer service to all internal and external customers.
• Promotes honest and open communication throughout TruHome Solutions.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

Requirements

• Knowledge of mortgage and mortgage related products.
• Proficiency in business applications, such as Microsoft Office suite, especially Word and Excel.
• Knowledge of our Servicing System, MSP, a plus.
• Excellent organizational, analytical, and problem-solving skills.
• Must be able to manage multiple projects simultaneously and work in a fast-paced environment with changing priorities.
• Ability to work under pressure and with strict deadlines.
• Strong ability to communicate effectively in writing and orally.
• Ability to resolve interpersonal conflict and miscommunications.
• Ability to maintain a high level of confidentiality.
• Ability to be flexible with work schedule.
• Ability to communicate with individuals utilizing a telephone; requires ability to both listen and communicate effectively.

PHYSICAL ACTIVITIES:

No physical requirements.  Must be able to sit and use a computer for extended periods of time.

WORKING CONDITIONS:

This position is expected to work in general office environment with no travel. Overtime may be needed.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

• High School Diploma is required.
• Bachelor’s Degree is highly preferred.
• Call Center Customer Service experience is highly preferred.