The Customer Service Representative’s primary responsibility is making outbound calls to welcome our new customers, providing explanations to customers about adjustable rate mortgage products, such as the reason for their rate increase, modifications information and to respond to verbal account inquires via the phone. The CSR must be able to answer questions regarding all aspects of mortgage servicing and make repeated instantaneous decisions regarding the information given by the customer. This position must be handled with a consistently high level of concern and courtesy in meeting the needs of our customers while maintaining a high degree of professionalism. Assist the customer service supervisor with duties as assigned.RESPONSIBILITIES:

Making outbound telephone calls to customers such as welcome, negative amortization-recast, and modification calls.

Respond to customer calls received thru ACD system daily.

Perform duties of unlocking, deleting and resetting access for Mortgage Access customers.

Provide customers with information requested through verbal or written correspondence and maintain accurate records (i.e. balance statements, documents copies, and account history.

Answer a required 100+ incoming customer calls received thru ACD system daily. Call level may vary.

Provide customers with information requested through verbal or written correspondence and maintain accurate records (i.e. balance statements, documents copies, and account history).

Direct calls or correspondence to proper departments in event information is not available or requires research (i.e. issue task, transfer call, take messages).

Verbally take mortgage payments over the phone by completing one time draft payment.

Respond to request from other lenders regarding account information (i.e. credit verification).

Respond to inquiries regarding hazard and flood insurance issues and disbursements.

Respond to inquires regarding tax issues and disbursements.

Review and explain escrow disclosure statements (i.e. account shortages and overages).

Discuss and respond to inquiries regarding loan types and terms (i.e. VA, FHA, Conventional, and ARM).

Updates second trust notification on the computer system

Maintain and process request for addition/changes/deletion of customer names from accountrecord by ensuring that proper documentation is received and investor guidelines are met (i.e.marriage, divorce, and death certificate).

Process additions/changes/deletes for the automatic payment systems.

Maintain and process address changes.

Monitor the type of calls being received in order to identify any problem area within servicing and bring those problems to the attention of departmental supervisor or manager for resolution.

Respond to the needs of customers who are not satisfied with assistance provided by Customer Service Representative I or whose inquiry exceeds CSRI’s level of knowledge.

Advise Customer Service Supervisor of repetitive problem areas to affect resolution and avoid further customer inconvenience.

Prepare weekly management reports detailing customer service call volume and customer service clerical work statistics.

Train new-hires on customer calls using the system effectively.

Assist overflow with difficult calls.

Assist new hires.

Take escalated calls.

Generate and mail/fax loss draft forms.

Notice to marketing for “do not solicit request”

Review letters of administrations/POA

Maintain and monitor “return mail” to ensure that customers are receiving pertinent account information.

Maintain department supplies and place order when necessary

Reponses to customers from messages left on Televoice

Review incoming correspondence and will decide to process or forward to appropriate department.

Other duties as assigned.HS diploma, Able to answer 100 plus calls a day. MS office experience and at least 2 years customer service experience.Chevy Chase Bank and its affiliates is an equal opportunity employer and maintains a drug-free work environment.M/F/D/V