Member Care Rep D

Job Description

The Member Care Representative provides expert guidance and delivers peace of mind for loan level interactions via multi-channels through the Member Care Center. The Member Care Rep provides members and partner credit unions with consistent five-star service and hassle-free experiences with their mortgages.

1) Assists partner credit unions and their members by accurately processing transactions, including but not limited to mortgage payments, information inquiries, account maintenance, etc. Works with members or other agencies (i.e., title companies), providing requested mortgage information, such as payoff statements. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (60%)

2) Processes incoming emails, voice mails and faxes within 24 hours; processes incoming and returned mail. (10%)

3) Performs miscellaneous duties, such as completing assigned tasks, pulling reports, updating call center metrics, pulling document requests, supporting other lines of business, etc. (10%)

4) Follows applicable security, member identification and fraud prevention policies, procedures and practices. Assures that member verification is completed according to myCUmortgage policies for transactions. (10%)

5) Makes outbound "Welcome" calls to members, specific call campaigns or in response to callers' questions and inquiries. (5%)

6) Assists management with requests that support the stakeholders. This includes the training of new Member Care representatives when deemed appropriate. (5%)

Collections (Member Care D)

1) Contacts members with mortgage loans by phone, mail or email to determine reason for delinquency and to apply company and industry regulations, federal, state, agency, and accepted collection techniques to help members bring accounts current. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed during collections. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (45%)

2) Educates members and partners on all workout options for mortgage loans that are delinquent, in order to bring the loan current: following investor, insurer, and guarantor collection and loss mitigation guidelines. (25%)

3) Establishes repayment plans/promise and tracks plans/promises to confirm adherence to the agreement. (15%)

4) Interprets and documents information from various sources withing the company's servicing systems in accordance with federal, state, investor, insurer and guarantor guidelines. (15%)

Required Skills

1) Must have a high school diploma or equivalent or ten (10) years equivalent work experience; some secondary education is preferred.

2) Previous call center, mortgage servicing and customer service experience is preferred.

3) Must be able to learn and apply a variety of software applications.

4) Must have accurate keyboarding skills.

5) Must be able to learn and apply a variety of software applications, demonstrating the ability to learn core loan servicing systems and applicable servicing/third-party vendor systems.

6) Demonstrated ability to clearly communicate with myCUmortgage experts, members, external partners and third-party vendors.

7) Demonstrated ability to analyze, reason, problem solve and prioritize work independently and design recommendations to accomplish business and strategic goals.