Customer Service Representative Location Nashville, TN Employment Duration Full time Job Code 642 Location : Nashville, TN POSITION SUMMARY : Completes activities relating to customer service and borrower account administration.
This work requires direct contact with the public, the exercise of good judgment and the application of Tennessee Housing Development Agency (THDA) policies and procedures as they relate to the application of payments, payoff quotes and other general customer service inquiries.
MINIMUM QUALIFICATIONS
The requirements listed below are representative of the knowledge, skills, and / or abilities required.
Education and Experience :
- High school diploma or GED.
- Telephone customer service experience.
- Mortgage servicing experience preferred.
- Successful completion of Mortgage Bankers Association Basics of Mortgage Servicing course preferred.
Knowledge, Skills, Abilities, and Competencies :
- Excellent customer service skills.
- Excellent telephone etiquette.
- Excellent verbal and written communication skills.
- Ability to accurately enter data into electronic systems.
- Strong interpersonal skills.
- Builds and maintains positive relationships with internal and external constituents.
- Ability to work effectively as part of a team.
- Ability to plan and organize a large workload.
- Maintains high level of confidentiality.
- Strong organizational and time management skills; uses time effectively; consistently meets deadlines.
- Documents regularly, thoroughly, accurately, and completely with a high level of detail.
- Ability to read, follow and interpret instructions, regulations and policies.
- Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.
- Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.
- The ability to use a phone headset for long periods of time.
- While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.
- The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.
- Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
- BENEFITS : THDA offers an excellent benefits package : medical, dental, vision, and life insurance options; disability insurance ;
- retirement plans; flexible benefits pre-tax accounts for medical, dependent care, transportation; and parking; annual leave and sick leave that begin accruing after the first month of employment;
and 11 paid holidays per year. We also offer work life balance opportunities through alternative work schedules, flexible schedules, and telecommuting.
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