Job Description

Job Description

CORRESPONDENCE REPRESENTATIVE I Full time; Nonexempt; 40 hours/week; overtime as required Lake Zurich, IL DEPARTMENT: Research (Staff Writer) GENERAL DESCRIPTION: Receives and responds to, or facilitates the response to all written correspondence, including web inquiries. Reports to Supervisor. RESPONSIBILITIES - INCLUDE, BUT ARE NOT LIMITED TO:

• Receive, review, analyze, research, and respond to all written correspondence, including web inquiries and customer matters in compliance with regulatory guidelines.
• Where appropriate coordinate with applicable departments to research issue and prepare response.
• Research open items and resolve customer issues.
• Document the servicing system by using the tasking application and following organizational guidelines for system documentation.
• Provide written confirmation and documentation of completed research and outcomes and respond to borrower complaint correspondence per regulatory guidelines.
• Scan/file/maintain documents in accordance with organizational procedures.
• Respond timely and accurately to customers.
• Maintain comprehensive knowledge of services, products, and procedures.
• Comply with Code of Conduct and regulatory training requirements.
• Complete quarterly training through Corporate Training department.
• Successfully complete annual regulatory compliance training.
• Additional duties as assigned.

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent
• Customer Service or Research experience
• Solid PC skills: Proficient with Microsoft applications, loan servicing platforms, and possess the ability to navigate through various web applications simultaneously
• Proficient skills in typing, spelling, grammar, sentence structure, and proofreading
• Problem-solving skills with attention to detail/accuracy
• Ability to handle complex, multiple tasks simultaneously in a fast-paced environment
• Effective verbal and written communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences, including the ability to explain complex matters in a clear and concise manner
• Outstanding customer service skills, including conflict resolution management

PREFERRED QUALIFICATIONS

• College degree or mortgage industry experience equivalent
• Some college experience in English, Writing, or Journalism

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• The employee is regularly required to communicate (give/receive information) through multiple methods of communication. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle or feel and reach with hands and arms. The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.
• In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.

Job Type: Full-time

Company Description

Dovenmuehle Mortgage, Inc. provides a complete, private label mortgage subservicing program for commercial banks, thrift institutions, credit unions, mortgage bankers, and state and other housing finance agencies.