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Customer Service Representative I

November 21, 2024

CUSO Home Lending is hiring a Customer Service Representative I 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 inbox 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
  • 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:

Interested applicants can apply for this position through Indeed.