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Senior Loan Call Center Representative

Company name
Peoples United Bank

Burlington, VT

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Senior Loan Call Center Representative




This job was posted by : For more information, please see: This position is responsible for providing superior customer service; focusing on problem resolution, service recovery and customer retention. In addition, this position also requires adherence to internal policies and procedures and a full understanding of the loan regulatory environment.Keeps well-informed and maintains knowledge of the loan regulatory environment as well as internal policies, procedures and products.Utilizes strong understanding of the Mortgage Servicing Rules and SCRA, to respond to all loan inquiries including error resolution and information requests while ensuring all internal and regulatory policies and procedures are adhered to. Communicates responses effectively via telephone, email or fax. Identifies and tracks all reportable complaints.Responds to all customer requests including written payoff requests. Works with attorneys, title companies, and other third parties to ensure written payoff statements are completed within the CFPB mortgage servicing rule timelines.Handles and resolves all escalated loan issues while adhering to the regulatory requirements.Accepts loan payments from customers over the phone and submits the payments for processing.Utilizes and shares specialized knowledge to maintain a heightened awareness for potential fraudulent activity on specific loan accounts.Provides training for all new loan Call Center Representatives and acts as a resource and assists with difficult and/or complex customer requests..Participates in Call Center sales referral program by recognizing customer needs and recommending appropriate products.Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.*Job Requirements High School diploma or equivalency required2-3 years relevant experienceStrong understanding of the loan regulatory environment including Mortgage Servicing Rules and SCRA.Thorough knowledge of all loan systems used within the Loan Call Center including; online banking systems, core operating systems and other software programs related to all of our customer contact channels.Specialized knowledge of the department functions, workflows, policies and procedures.Working knowledge of loan terminology and products.Effective verbal, written and listening skills to provide courteous and professional customer service to internal and external customers. Ability to remain calm and courteous when handling difficult calls and requests.Ability to keep informed and maintain knowledge of the organization's loan products and services.Ability to recognize potential fraudulent callers/activity related to higher risk account types.Excellent PC skills and proficiency in Excel, Word, Outlook and Internet based software programs including Call Center industry specific programs. Ability to learn to use additional applications as necessary.Ability to recognize opportunities to support/improve Call Center productivity & efficiency.Ability to work well in a team environment as well as share knowledge and skills.Efficient organizational skills and the ability to multi-task.Ability to work cross-functionally with internal departments

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People's United Bank

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Company info

Peoples United Bank
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Company Profile
People's United Bank is a subsidiary of People's United Financial, Inc., a diversified financial services company with over $43 billion in assets. People’s United Bank, founded in 1842, is a premier, community-based, regional bank in the Northeast offering commercial and retail banking, as well as wealth management services through a network of nearly 400 retail locations in Connecticut, New York, Massachusetts, Vermont, New Hampshire and Maine. Our over 5,000 employees focus on providing an extraordinary customer experience through a network of branches located in Connecticut, New York, Massachusetts, Vermont, New Hampshire and Maine. In addition, seven-day banking is available at more than 140 convenient People’s United Bank Stop & Shop locations in Connecticut and New York

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