Client Service Research Rep III
EverBank - Jacksonville, FL

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Primary Characteristics
Research and respond to customer inquiries or disputes via telephone and/or qualified written requests accurately and timely within company, investor, and regulatory guidelines to protect the customer and company from mitigation, fines, and penalties. Assist Client Services by answering incoming telephone calls and providing callers with courteous and efficient service, resolving problems with payments, loan data disputes, escrows, and other mortgage related inquiries. Handle escalated research matters from internal customers. Provide guidance to other research team members.

Essential Functions
• Research customer requests regarding the servicing of their mortgage and resolve customer complaints effectively and timely
• Uses independent discretion and takes ownership in problem resolution of complex tasks
• Contributes recommendations to procedural changes
• Communicates with other departments (Client Services, Priority Services, Special Loans, etc.) to research, consolidate and disseminate information
• Assist Client Services Call Center as required
• Conduct audits on mortgage loan history as well as activity
• Perform loan reviews related to loan modifications, bankruptcies, foreclosure, loss mitigation
• Generate standard payoff requests as well as manual requests with Prepayment Penalties
• Assist internal customers with various tasks
• Generate written correspondence
• Explain escrow analyses
• Send internal task requests to other departments when appropriate
• Comprehensive knowledge of calls in regular CS queue as well as specialized processes/queues (i.e. HELOC, PIF, Rapid)
• Review and provide feedback for updates to the online Handbook
• Work closely with other departments to handle external customers’ requests and inquiries
• Send internal task request to other departments when appropriate
• Respond to customer inquiries effectively and timely
Adhere to the EverBank Policy and Procedure Guidelines
• Ability to positively adjust to a rapidly changing environment
• Excellent oral and written communication skills; ability to listen carefully, probe for additional details, and ask targeted questions to gather information ;respond to customer via written correspondence and/or send internal task requests to other departments for additional research
• Provides analysis and direction with departmental training needs as well as individual development of Customer Service Research Reps
• Research and respond to escalated written correspondence and telephone calls
• Handle high priority calls and issues received by the customer service escalation team, management, legal department, default, and loan investors
• Handle in depth written inquiries from Loss Mitigation (Modifications Reviews), Foreclosure, and Bankruptcy Departments
• Performs other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)
• Excellent business writing and grammatical skills required
• Effective verbal communication skills
• Strong analytical skills a must
• Capable of tailoring communication to each unique situation
• Active listener
• Excellent interpersonal skills with ability to build consensus
• Demonstrates patience, composure and a client service attitude
• Good research and investigative techniques; know where to go to resolve problems seamlessly
• Demonstrates self-starter behaviors and consistently identify cross-sell, up-sell and referral opportunities
• Ability to handle multiple tasks while maintaining a high level of service
• MSP servicing platform knowledge preferred
• e-Oscar knowledge preferred
• Ability to use Microsoft Office Word and Excel effectively
• Have a positive approach to work and to fellow team members
• Excellent organizational and time management skills
• Superior attention to detail
• Ability to absorb and present complex ideas quickly and accurately
• Ability to provide solutions to a tight deadline
• Good prioritization and time management
• Sought out as technical expert or strategic leader in this competency area
• Solid math, clerical and typing skills

Training and Experience
• Some college or college degree preferred
• Minimum 4 Year of Call Center experience preferred
• Minimum 4 Year of Mortgage Banking experience preferred
• Completed MBA courses in Basics of Mortgage Servicing, Escrow Essentials, Insurance Servicing, Loan Administration Essentials for Customer Service Rep, Essentials of Default Administration - Web Course, Investor Reporting Overview - Web Course, Servicing Home Equity Products - Web Course and Principles of Customer Service and Total Quality Management (or course equivalent)
• Must have a 90% or greater average for the monthly scorecards over a 6 month consecutive period
• Fluent Bi-lingual (Spanish) skills (written & verbal), a plus

Pre-Employment Screening Includes:
• Credit Check
• Criminal Background Check
• Drug Screen – after offer of employment is extended and before start date
• Past Employment Verification
• Social Security Verification

About this company
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EverBank Financial and its subsidiaries provide a range of financial services including banking, investment services, lending, commercial...