Member Support Specialist-Tru Home Solutions *

This position is responsible for handling a variety of correspondence received either by department email or by general mail and may assist with various member servicing projects. Requires working in a department email inbox to assist clients, members, and other third parties with requests; that may include but are not limited to include address corrections, account research, balance inquires, name changes, payment application as well as credit reporting concerns. When needed, this position will also be responsible for handling a variety of member services calls in a prompt and courteous manner.

Responds to customer written inquiries and concerns and provides timely resolution.
• Responds to credit disputes and processes credit corrections, when needed, within established deadlines using e-OSCAR.
• Prepares and ensures prompt and accurate delivery of payoff and verification of mortgage requests.
• Processes third party authorization and POA requests.
• Handles transfer of ownership (Trust & LLC) requests.
• Independently completes research and resolves concerns; forwarding more complex problems to Member Support Seniors, Leads, or Manager; in a limited but timely manner.
• Takes proactive approach to resolution by asking questions to clarify needs, thoroughly addressing inquiries, and setting appropriate expectations.
• Abides by established procedures and guidelines.
• Identifies potential improvements to current team processes and procedures and recommends to manager.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Provides inbound phone and secure message support to contact center if/when directed.

• Ability to communicate with individuals through written communication or via telephone; requires ability to both listen and communicate effectively on the telephone.
• Knowledge of mortgage and mortgage related products.
• Proficiency in business applications, such as Microsoft Office suite, especially Word and Excel.
• Knowledge of our Servicing System, MSP, a plus.
• Excellent attention to detail, organizational, analytical, and problem-solving skills.
• Must be able to manage multiple projects simultaneously and work in a fast-paced environment with changing priorities.
• Strong ability to communicate effectively in writing and orally.
• Ability to resolve interpersonal conflict and miscommunications.
• Ability to maintain a high level of confidentiality.
• Ability to be flexible with work schedule.
• Bilingual candidate preferred.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

• High School Diploma is required.
• Bachelor's Degree is highly preferred
• Customer Service experience is highly preferred.