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 Circumstances. 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 preferred 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 Flagstar Bank, N.A.
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