Mortgage Customer Service Advisor

Join Our Team!

We have a great team of friendly, talented and inspiring people at First United. As a learning organization, we take pride in offering exciting opportunities for employees to grow and follow their passions. That's one of the many reasons First United has been voted as one of the top places to work in Oklahoma since 2009! Browse this page to find out more about the First United culture and the many benefits of working here. Then, use our "Get Started" section to take your first step to being a part of First United.

The Position

Job Title

Mortgage Customer Service Advisor

Job Description

Summary

This single point of contact Customer Service Advisor, is responsible for providing current and delinquent borrowers with a direct point of contact that will assist them through the loan servicing process. In addition, customers in default or imminent danger of default contact this Single Point of Contact (SPOC) for assistance in assessing, resolving and executing appropriate workout solutions.

We are seeking a dedicated, disciplined individual who excels in a team environment, who takes ownership and who is enthusiastic about a job well done.

Essential Duties and Responsibilities :

Models high level of sincere empathy and sensitivity with customers when communicating difficult, and oftentimes, life-impacting solutions.

Cross-collaborates with inter-department teams and other business lines, exhibiting outstanding customer service, communication skills, researching, resolving issues, and maintaining a sense of urgency to keep customer requests within regulations.

Reviews all information the borrower has provided in connection with a loss mitigation application for submission to underwriting including, but not limited to, income and credit, in addition to entry into the application system.

Fosters a positive team and working environment.

Communicates effectively with a diverse population of borrowers.

Handles all situations in a professional, ethical manner.

Escalates special situations or problems, as necessary.

Consistently meets quality control, adherence and data integrity standards utilizing required systems.

Responsible for contacting and providing the borrower with accurate information pertaining, but not limited, to the following :

• Loss mitigation options available to the borrower.
• Collection of sensitive borrower income documentation for application entry to include, but not limited to, tax returns and paycheck stubs.
• Actions the borrower must take to be evaluated for loss mitigation options, including requirements to submit a complete loss mitigation application.
• Applicable loss mitigation deadlines for returning documentation required to decision a borrower's mortgage loan application for a workout / modification program.
• The status of any loss mitigation application that the borrower has submitted.
• Actions the borrower must take to appeal the modification denial, when applicable.
• The circumstances under which the borrower may be referred to foreclosure.
• Assist borrower with making payments (negotiates / facilitates sense of urgency) when monies are owed, up to and including asking for delinquent payments, taking check by phone payments, and setting up payment arrangements (including follow-up on loan repayment agreements).
• Assistance / guidance to borrowers with the completion of any / all documents in the workout package, when applicable.
• Other duties as assigned.

Customer Contact Includes, But Is Not Limited To, The Following :

Abilities :

Skills :

Education and / or Work Experience Requirements :

Physical Requirements :

NOTE : This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned by supervisors to meet the ongoing needs of the organization.

All Locations : Plano-Parkwood

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at HR@firstunitedbank.com for assistance.

First United is an Equal Opportunity Employer. To the extent required by Federal or State law, First United does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, or any other characteristic protected by law.