Job Summary We strive to offer best in class customer support to create and sustain lasting customer relations. The CSS is responsible for providing nationwide customer support to Wholesale and Correspondent clients, as well as Flagstar Account Executives. The support is provided in two ways: answering inbound queue calls; and replying emails sent to the Lending Support Center. The CSS is responsible for answering 2 call types: Loantrac/AUS; and Disclosure Compliance. The CSS is also responsible for Change Circumstance and Post Closing email inboxes. We foster a one call resolution for our customer, to promote efficiency and meet service level agreements to increase client retention.
80% of time: Provide mortgage lending customer support to resolve issues presented by internal and external customers via call center or department email inboxes. The CSS is required to attain phone and email certifications in the following areas Loantrac/AUS, Disclosure Compliance.
10% of time: Professional Development - Active training participation to attain additional CSS Certifications of for new processes or regulations. LMS courses for personal development as they relate to customer service or mortgage lending
10% of time: Perform customer follow up for escalated cases and management of personal work list.
100% of time: Adherence to schedule and scorecard objectives.
Call center and/or mortgage experience is strongly preferred.
Microsoft word and Excel
Navigating multiple internet application
Strong verbal and written communication skills
Strong research and analytical thinking skills
Ability to handle high call volume and answer customer questions in a timely manner.
Ability to work varying shifts during business hours (8:30AM to 9:00PM EST.)
Ability to look for ways to improve and promote quality