Customer Service Specialist

Key Responsibilities:

Maintain excellent written and verbal communication with the customer to obtain all the necessary information to complete daily tasks. 
Researches various document related questions for Document Custody Services clients to ensure the quality of the collateral review and compliance with custodial agreements. 
Lead assigned projects, identify potential issues, problem solve, and know when to escalate
Reviews mortgage documents, e.g. mortgage notes, endorsements and riders, deed of trust, title policies, loan assignments, etc., for accuracy and noting exceptions on SOR. 
Data entry, generate reports, and deliver to customer. 
Labeling files, organizing carts, sorting/ filing documents, and completing inventories
Operating internal programs for research and activity movements of files and/or documents 
Communicate with various levels of staff in all areas of the office to promote collaboration 
Meet deadlines and daily production requirements.

Key Requirements and Technology Experience:

College degree or equivalent work experience in financial industry. 
Ability to push, pull, and/or lift 20-30lbs, sitting for long periods (75-100% of working day), able to bend or squat, and willingness to climb step ladders up to 10 feet high. 
Solid and proven customer service skills, including written and verbal (phone or in-person)
Strong attention to detail, ability to meet deadlines, adapt to new processes, take direction, work independently but work with leadership and peers. 
Capacity to complete repetitive tasks daily and meet production goals, including deadlines
Intermediate to Advanced knowledge of Microsoft applications, including Outlook and Excel (vLookups, Pivot Tables, Charts, etc.). 
Familiarity with mortgage documents preferred, familiarity with SOR: emBTRUST a benefit
Well-developed ability to identify and resolve/escalate problems. 
Work independently and able to work with team to meet goals and deadlines. 
Strong time management, organization, and problem-solving skills.