Client Support Associate held 303573-773

Job Summary/Accountability:

Primary job responsibility is to act as a liaison between Sterling National and it's clients. Assist team in meeting departmental service objectives by providing phone coverage, processing exception items or reports, and performing basic research/analysis of loan/hazard related details. Provide accurate responses to inquiries and process various Exception Processing Queues and Reports in a timely and accurate manner. Requires an appropriate amount of supervision.

Responsibilities:

- Typical tasks and assignments include, but are not limited to, the following:
- Maintain customer service and performance standards required for this position
- Ability to recognize and verbalize potential process improvements within assigned duties
- Assist with special projects as requested
- Maintain current knowledge of the clients' mortgage insurance requirements
- Organize and prioritize to ensure timely completion of daily assigned tasks
- Keep accurate daily counts of assignments to provide proper tracking and control of work received
- Perform duties as required and other miscellaneous tasks, as assigned by Team Lead, Supervisor or Manager
- Ability to respond to basic hazard related client inquiries
- Ability to identify, process, and respond to items requiring research
- Ability to recognize situations where a borrower incurred a negative impact and ensure that borrower is made whole
- Process Exception Reports to ensure that loans have been updated accurately
- Process Exception Queues and take necessary steps to confirm accurate insurance and escrow information.
- Handle escalated situations between the client, customer, and Sterling National
- Understand and adhere to Sterling National business practices
- Service incoming borrower/client inquiries and/or process all incoming documents and handle all client specific issues
- Work with management to resolve issues and help meet company goals and objectives.
- Participate in on-going cross training and staff development.

Required Skills:

- Excellent verbal and interpersonal communication skills
- Organizational skills
- Detailed oriented
- Ability to handle multiple tasks to meet deadlines
- Able to work independently and perform in a fast paced environment while maintaining quality results
- Ability to resolve problems and receive constructive feedback
- Flexible to work effectively in a changing environment
- Use knowledge and expertise to make decisions to address specific loan situations

Experience and Education:

- 1-2 years mortgage or insurance servicing experience, customer service experience, or related industry experience
- High School diploma or equivalent Excel, Word, Outlook
- Alltel/Fidelity System experience a plus

At Sterling National, our employees are our greatest asset.

Like any company or individual, Sterling National wants to protect its assets. That’s why we offer a comprehensive and competitive benefit program to our employees. Our benefits include Medical, Dental, company paid vision (employee coverage), STD, LTD and 2x’s salary life insurance. We also offer: Casual Dress, Discount Banking/Credit Union, Service Awards, Team & Individual Recognition Bonuses and Work/Life Balance.

Sterling National is an equal opportunity employer. It is the policy of Sterling National that all employees and applicants for employment will be treated in all respects on the basis of their merit and qualifications and without regard to their race, color, national origin, age, disability, sexual orientation, religion, gender, military status, marital status or ancestry.