The Concierge Branch Hotline Specialist III is responsible for providing premium concierge service by supporting Originations with Servicing inquiries. The Concierge Branch Hotline Specialist III handles concerns and answer questions received from all Origination channels – Retail, Correspondent, Wholesale, DTC, and JV. Additionally, the Concierge Branch Hotline Specialist III is expected to deliver best-in-class support, with an emphasis on high-touch service, for all incoming inquiries. While on a call, the Concierge Branch Hotline Specialist III is expected to analyze requests, resolve, and answer inquiries related to mortgage loans, and route complaints to the appropriate department.

List of required duties below. Distinguish on-site duties with a *.

• Exceptional customer service responsibilities in a fast-paced environment, where multi-tasking is key to ongoing success.
• Manages telephone calls and emails professionally and efficiently.
• Interacts with internal business partners in a multi-channel environment providing best-in-class concierge standards, creating an unparalleled culture and customer experience.
• Ability to troubleshoot complex escrow issues and determine appropriate resolution by utilizing department resources and providing information to Origination partners.
• Reviews payments of escrow related invoices, including researching and problem-solving related to such disbursements.
• Serves as single point of contact for Originations on tax and insurance inquiries related to escrowed loans.
• Performs data entry associated maintaining accurate and current loan information.
• Completes setting up/canceling ACH's.
• Assists with generating netted payoff requests.
• Responsible for adding and removing escrow disbursement stops.
• Processes VOM requests timely and accurately.
• Completes manual processes check requests, opening tickets, etc.
• Be proficient in De-Escalations and handle escalated calls.
• Supports and resolves all employee loan inquiries.
• Routes document defects to the appropriate department.
• Reviews and resolves executive escalations.
• Identifies and logs root cause errors to minimize incidents from reoccurring.
• Collects data and logs information on identified issues to assist in the resolution of process gaps.
• Forward Servicing inquiries and complaints received by Originations to the appropriate department.
• Performs related duties as assigned by management.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.

Required education and experience.

• High school diploma or equivalent, required.
• 5+ years’ customer support in a call-center environment.
• Escrow experience preferred.
• Experience in a lending environment preferred.
• Experience with MSP, Servicing Director, Ring Central or similar systems is desired.
• Experience handling escalated situations desired.

Required knowledge, skills, and ability.

• Excellent verbal and written communication skills.
• Current, working knowledge of the Microsoft Office suite, including Word, Excel, Access, and PowerPoint.
• Ability to accurately type an average of approximately 40 words per minute.
• Available to work overtime as requested and required by business need and communicated by your manager.
• Expert skills in Microsoft Excel, including the ability to utilize the following functions: V-Lookup, H-Lookup, Conditional Formatting, and Pivot Tables is highly preferred.
• Fluency in a foreign language is a plus.

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.