[Remote] Credit Service Representative

Note: The job is a remote job and is open to candidates in USA. Lenders One Mortgage Cooperative is seeking a Credit Service Representative who will be responsible for conducting credit investigations and analyzing credit information pertaining to loans. The role includes providing operational support to the production team and ensuring compliance with data privacy regulations while delivering excellent customer service.

Responsibilities

• Provide excellent customer-centric service in line with company standards through inbound and outbound calls
• Analyze incoming electronic and telephonic information and credit/employment verification requests
• Manage incoming supplement requests as well as pending requests
• Direct calls and inquiries to appropriate area/function as applicable; liaise with other departments to handle requests and queries from customers effectively
• Ability to use discretion when processing sensitive personal information (PI); follow communication procedures, guidelines, and policies, ensuring compliance with data privacy regulations and secure handling of confidential information
• Provide timely and accurate information to incoming customer calls/electronic requests
• Process supplements on a timely basis. Meeting departmental goals on production, turn-time and quality while maintaining a volume of processing credit supplement request in a call center environment
• Investigate all available sources of credit and financial information
• Provide credit information and references for customers, loan officers, or other agencies as requested
• Use existing procedures to solve straightforward problems without the consistent need to exercise discretion
• Review and interpret credit reports and data contained within
• Adhere strictly to training manual and procedures, following all workflows and documents
• Answer incoming phone calls within 3 rings
• Adhere to and maintain compliance with all Federal and State regulations and policies and procedures
• Maintain a deep understanding of credit products, services and policies to ensure accurate and consistent communication to the customer

Skills

• Experience in the financial services in the mortgage services industry is a must
• Strong understanding of credit services and regulations preferred
• Customer service experience in a professional environment
• An understanding of some complicated issues like foreclosure, bankruptcy and other implications on status with handling credit verifications
• Excellent communication, decision making, persuasion and problem resolution skills
• Experience working for a fast-paced, goal oriented and team based structured environment
• Proficiency in Microsoft Office applications
• Bilingual is a plus

Company Overview