Mortgage Servicing Representative – 2 Positions (FILLED)

Job Title: Mortgage Servicing Representative – 2 Positions
Job Status: Full Time
Job Band: 3
Location: Edmonton
Reports To: Team Leader, Contact Centre
Closing Date: 28-02-2015
Candidate Status: Open
Job Reference Number: 815

Role Summary:

Our client is an established and well respected organization with offices across Canada. They are currently looking for 2 Mortgage Servicing Representative for their Edmonton downtown office.

This position is responsible for contributing to the success of the company by servicing existing mortgage accounts, identifying and protecting the mortgage asset and customer base for our investors. The mortgage servicing representatives are vital in promoting a professional image to all customers, while building and maintaining quality customer relationships. They are responsible for performing servicing aspects of mortgage accounts, while managing the expectations of the customer, via toll free telephone calls and/or e-mail.

Key Responsibilities:

Customer Service
• Be the first point of contact for customers inquiring about their current mortgage needs.
• Identify and analyze to ensure complete understanding of the customer’s need.
• Provide accurate information and refer customer’s inquiry to relevant mortgage procedures, policies and/or principles.
• Respond to inquiry / need, decide upon the most appropriate solution available from a variety of options, taking into consideration the situational factors and existing procedures and policies. May be required to adapt the solution to suit the circumstances.
• Recommend appropriate solutions, products and / or alternative options to resolve customer needs.
• Regularly keep self-up to date on knowledge of company’s new products, procedures, organizational changes, and systems.
• To answer customers’ inquires promptly and in timely manner.
• May be required to handle difficult conversations, while maintaining positive customer relations.
• Be prepared and available at all times through shift to service customers and their needs.
• Deliver quality service, to ensure a positive experience and customer satisfaction.
• Responsible for answering 50 – 100 customer inquiries a day.

Specifications Required for the Role:

Education:
• College Diploma or University Degree

Certifications/Designations Required:
• N/A

Experience:
• Solid understanding of MARS and Prism
• Knowledge of the Residential Mortgage Industry
• Business experience in an operations environment

Skills/Knowledge:
• Exceptional oral and written communication skills
• Excellent organizational and time-management skills
• Strong analytical and problem solving skills
• Proven ability to foster relationships
• Strong customer service skills.
• Self-driven, motivated with the ability to work independently and in a team environment
• Carries out duties with integrity and takes responsibility for actions.
• Excellent interpersonal skills
• Energetic, outgoing and confident
• Must have the ability to work in a fast paced environment, with high volumes of information changes
• Must be completely flexible with rotating schedules and shifts
• Accountable for own performance
• Adaptable to multi task in a highly changing environment
• Must be detail oriented
• Ability to learn and retain complex information, and then apply and communicate the information to customers
• Computer proficiency a MUST
• Must have keyboarding skills to enter date while simultaneously navigating through various systems and communicating with customers over the telephone
• May involve up selling other mortgage related products

Please note that there will be Credit and Background check required for this position and it’s mandatory.