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Customer Service Representative

July 25, 2024

CUSO Home Lending is hiring a Customer Service Representative at its Hampden location.

Primary Purpose of Position:

Deliver prompt and professional solutions for customer inquiries. Research, prioritize and resolve customer issues in a timely and accurate fashion. Provide administrative support along with clerical tasks that aid the daily servicing operation.

Duties and Responsibilities:

Reception/Front Desk:

  • Greet walk in Customers and respond to their inquiries.
  • Monitor visitors in CUSO lobby for suspicious activity.
  • Sign in visitors to non-public areas.
  • Distribution of overnight packages
  • Mailing Insurance disbursement checks and correspondence directed to printer, and New Loan Welcome and ACH confirmation letters,
  • Preparing daily deposit of payments received by check
  • Communicate with outside vendor (Lereta) to collect data for Real Estate Tax escrow accounts and disburse when due
  • Responding to customers inquiries either written or verbal as outlined in the Error Resolution and Responding to Inquiries Policy and CUSO Service Standards.

Payment Processing:

  • Monitor department email service@cusomortgagecorp.com in box and respond to or refer inquiries.
  • Data input of all payments received.
  • Extract and import files for ACH, Episys and Web payments from applicable web portals, process returned payments, and monitor the Principal Reductions with a Payment Due, Unapplied Funds Report and Principal Payment Made with Fees Outstanding, for mispostings.
  • Log and balance payments processed via Black Knight’s MSP Servicing System

Insurance Processing:

  • Open, identify and scan servicing insurance mail.
  • Communicate with outside vendors to collect data for escrowed and non- escrowed insurance information for existing mortgages.
  • Disburse condominium association dues, residential hazard and flood insurance premiums, Finance Authority of Maine (FAME) insurance premiums, and escrowed sewer accounts.
  • Monitors insurance cancellations and purchase force placed insurance when necessary.
  • Verify insurance coverage is maintained on policies for Business Lending Solutions loans.

Loan Onboarding:

  • Monitor and set-up of construction loans converting to long term financing
  • Set-up and monitor funding of service released loans
  • Forward payment received if applicable
  • Set-up HPML and Secondary Market closed loans, and credit union residential closed loans.
  • Disbursing and reconciling insured loans and Optional Insurances (FHA, L&D, PMI).
  • Other duties as assigned.

Knowledge and Skills:

  • High school diploma
  • Prior banking, mortgage or finance experience preferred
  • Ability to handle fast paced working environment.
  • Customer service and/or Accounts Payable experience.
  • Excellent interpersonal, writing, and oral communication skills.
  • Positive attitude and willingness to help others.
  • Ability to work as a team member and as an individual.
  • Strong time management and organizational skills.
  • Proficient in utilizing Microsoft Office software

Physical Requirements:

  • Use of standard office equipment (telephone, copier, fax, personal computer and so on) is required on a daily basis.
  • Work requires the use of a video display terminal (VDT) and application of manual dexterity and eye-hand coordination (basic keyboarding).
  • Reading documents for general understanding (correspondence & memos) is often required, as well as reading documents for analytical purposes (appraisals and technical reports).

Apply:

To apply, please email your cover letter and resume to cmayhew@cusohl.com.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.