Position Title
Customer Support Specialist - WLSC
Location
Work From Home United States
Job Summary
The Customer Support Specialist is part of our Lending Service Center
(LSC) Call Team. This individual is responsible for supporting the
technical and compliance needs of our internal and external business
partners, title companies as well as our borrowers.
The Customer Support Specialist assists our business partners through inbound
phone calls with compliance, disclosure, closing, funding and
post-closing related topics. This role requires a strong ability to analyze
technology issues with a variety of internal software systems including
Flagstar's LOS system as well as web browsers. A solid understanding of TRID
compliance as it relates to the mortgage industry will allow the Customer
Support Specialist to effectively communicate Flagstar's compliance policies
and procedures as well as government regulations to our customers.
Understanding of QM related compliance testing is a plus. Staying up to date
on the latest compliance related topics is crucial. The Customer Support
Specialist educates our customers on system and software functionality
including importing or uploading files, requesting closing documents, and
clarifying compliance test results, etc.
Additionally, a Customer Support Specialist handles calls for and works
closely with multiple internal departments including Disclosure Management,
Submission Review, Underwriting, I.T. Mortgage Banking team, Closing,
Funding and Post Closing teams. The Support Specialist interfaces with these
departments to resolve the issue or escalate as needed to ensure resolution.
Best in class customer service is expected on each call, utilizing effective
listening skills and proficient soft skills to address the customer's
concerns.
The ideal candidate will have mortgage experience or strong analytical and
diagnostic problem-solving experience in a fast-paced call center environment.
The position is critical to Flagstar in providing best in class service to all
our business partners. It improves the overall customer experience and assists
Flagstar in maintaining regulatory compliance.
Pay Range: Local Minimum Wage - $18.62 - $24.00
Job Responsibilities:
A Support Specialist provides exceptional mortgage lending customer support to
resolve issues presented by internal and external customers via a call center.
They are expected to handle a specific percentage of the inbound call volume
which is approximately 30 calls per day. Additionally, 92% of our calls
are expected to be answered within 60 seconds so handle time is of the
essence. Call reviews are completed by management monthly to ensure that
customer expectations are being met. The feedback is provided to the Support
Specialist to proactively address concerns as the expectation is that they
score higher than 95% on the quality review. The Support Specialist is
required to attain telephone certifications in the following areas all areas
of the life of the loan (from loan application through servicing),
specifically: Mortgage Originations (Loantrac/AUS); Disclosure
Management; Closing (WBCD); Funding; Post Closing; Account
Executive support; Borrower Support; Technical Support; and Changed
Circumstanc
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
Perform customer follow up for escalated cases and management of personal work
list.
Interact with external departments in order to resolve mortgage issues
Job Requirements:
HS Diploma, GED or Foreign Equivalent
Strong ability to analyze technology issues
Demonstrated success in working in a fast paced mortgage or IT environment
Minimum 1 year of experience in the mortgage industry with a background in
closing, funding, post closing or IT pr ferred or comparable
Familiar with mortgage regulatory and compliance guidelines
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.
Typical business hours are Monday through Friday (12pm to 9:00pm EST.)
Ability to look for ways to improve and promote quality
Proficient with Excel, Word and Outlook
Excellent attention to detail
Ability to work independently with minimal supervision
Equal Opportunity Employer -
minorities/females/veterans/individuals with disabilities/sexual
orientation/gender identity