Mortgage Servicing Customer Service Research AdministratorThis is a(n) in office positionMonday - Friday 8:00am - 5:00pmIf you like to work with people in a family atmosphere, enjoy great benefits and provide a high level of service that makes each mortgage run smoothly, consider a career with Bell Bank's mortgage team.Company Information:Bell Bank Mortgage is backed by the financial strength of one of the nation's largest independently owned banks. Founded in 1966 in Fargo, North Dakota, Bell Bank has more than $10 billion in assets and full-service banking locations in Arizona, Minnesota and North Dakota. Bell has empowered more than $25 million in charitable giving through its unique Pay It Forward initiative, through which every employee chooses each year how to help individuals, families and organizations in need.Originally founded in 1880 by early Minneapolis civic leader David C. Bell, Bell's mortgage division today has thousands of family mortgages to its name. Bell Bank Mortgage has been in Arizona since 1997 and is actively expanding, most recently opening locations in New Mexico and several other regional offices.Bell Bank has been recognized as a top bank and a top financial workplace by American Banker, Forbes and Fortune, and has been named among America's top mortgage employers by National Mortgage Professional magazine.If you want to work for a strong, growing, forward-looking organization with world-class employees, this is the place for you. Bell's Values:As stewards, dedicated to the growth and reputation of this independently owned organization, we are committed to:
- Promoting and sustaining our family atmosphere.
- Providing unequaled personal service to each and every customer.
- Paying it forward by giving back to the communities we serve.
Our Bottom Line:Happy Employees! Happy Customers!Job Summary:
- This position is responsible for customer complaint data collection, categorization, and coding for mortgage servicing customer complaints/escalation for reporting and trend analysis purposes. This position will review all tracked complaint data to ensure the information reported is compliant and accurate. This position will be responsible to communicate and prepare all complaints/escalations to the Complaint Assessment Committee and follow-up with Bell managers for potential enhancements.
Primary Duties:
- Prepare all tracking from manager escalations and customer complaints within the Mortgage Servicing Department.
- Review and analyze reports daily from tracked customer escalations calls, mortgage officers and internal staff.
- Document any department notice of errors, data of customer complaints, and request for information for servicing audits.
- Review the response and outcome of complaint to ensure compliance standards, policy and procedure accuracy, and the timeline met for Mortgage Regulatory Agency deadlines.
- Work closely with the VP/Mortgage Servicing Customer Relations Manager on timelines and follow-up tasks.
- Analyze to ensure all policy, procedures, and guidelines were followed.
- Compile the results to present to the Complaint Assessment Committee, which consists of leaders and sr. leaders within the department, during regular scheduled meetings.
- Propose procedure enhancements, best practices, and policy training opportunities.
- Follow-up with Mortgage Servicing Department managers when necessary to present results and recommendations.
- Work closely with the Mortgage Servicing Administration team to provide policy and procedure enhancements.
- Perform special projects, additional duties and responsibilities as directed by the Mortgage Servicing Customer Service Relations Manager.
- Know by name and face as many customers and employees as possible, calling them by name as often as possible.
- Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
- Know, understand, and live the company values and bottom line.
- Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
- All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
- Prompt and reliable attendance.
- Perform other duties as assigned.
Job Skills Required:
- Minimum three to five years of experience working in a core mortgage servicing system and customer service experience.
- Thorough understanding of Mortgage Compliance and Mortgage Regulatory Agency requirements.
- Excellent verbal and written communication skills.
- Strong organizational, research, analytical and problem-solving skills.
- Experience with utilization of Microsoft Office Program, Smart sheet and workflows.
- Ability to motivate others, work independently and demonstrate critical thinking skills and independent judgement.
- Ability to provide professional support and present a positive image of the department and the bank.
Bell Bank provides competitive compensation and an excellent benefits package. Bell Bank Equal Opportunity Employer