Client Analyst II

Location

United States

Posted

11 days ago

Salary

$20 - $21 / hour

Seniority

Mid Level

No structured requirement data.

Job Description

Client Analyst II

Dovenmuehle Mortgage, Inc.

Role Description Reviews, analyzes, and responds to all client/homeowner correspondence, web inquiries, client tasks, and calls. Reports to Supervisor. - Analyze, research, and resolve complex client/customer issues as received from account managers or through written correspondence, emails, website inquiries, telephone calls, and tasks; provide timely and accurate responses to clients/customers as appropriate and in compliance with regulatory guidelines. - Research, open items and resolve high-priority issues, navigating and escalating the issue through the appropriate departments and response teams. - 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. - Monitor governmental agency websites for borrower complaints to analyze, research, and resolve issues. - Train new team members. - Actively participate in identifying process improvement opportunities within the department. - Proactively alert management when established KPI minimums are not being met. - Comply with the Code of Conduct and successfully complete the annual regulatory training requirements. - Additional duties as assigned. Qualifications - High School diploma or equivalent. - 3+ years’ Mortgage Banking or related industry experience, particularly in customer service or research capacity. - Proficient skills in typing, spelling, grammar, sentence structure, and proofreading. - Solid PC skills: Proficient with Microsoft applications and loan servicing platforms. - Strong analytical and problem-solving skills and attention to detail/accuracy. - Ability to handle complex, multiple tasks simultaneously in a fast-paced, high-volume environment. - Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including the ability to explain complex issues and resolutions clearly and concisely. - Outstanding customer service skills, including conflict resolution management. Requirements - College degree or mortgage industry experience equivalent. - Knowledge of mortgage servicing laws and regulations. Benefits - Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more. - Employer paid Life Insurance, Short Term Disability, and Long-Term Disability. - 401 (K) Plan with company match. - Paid Vacation, Sick, Personal and Holidays.

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