Servicing Operations Specialist

Job Title:

Servicing Operations Specialist

Location:

CA - Westlake Village

What you'll do:

As a Servicing Specialist, you'll play an important role in successfully answering incoming customer calls, and customer service-related emails. You'll deliver a positive experience to our customers and resolve their concerns within the established timeline. You'll work on our Customer Contact Servicing Operations Team report directly to the Servicing Operations Customer Contact Manager. You'll have the ability to evaluate, analyze, and resolve customer concerns regarding their mortgage. Additionally, you'll be responsible for responding to the customer via verbal and written communication.

• Respond to incoming phone calls from borrowers, sellers, and third parties. Gather the caller’s information and determine the issue by evaluating and analyzing the information provided. Ask clarifying questions to the customer when needed. Handle and resolve customer complaints or inquiries via phone and email in a timely and accurate manner. Return voicemails left on the servicing line.
• Redirect issues to appropriate resources as needed. Research incoming Servicing inquiries from borrowers, sellers, and third parties. Confirm appropriate changes or updates were made to resolve customer’s issues.
• Ensure that customer privacy is maintained, and correct information is provided. Ensure that customers are kept informed of the status of their request and next steps to be taken. Interact with internal departments and sub-servicers to proactively detect and resolve customer issues.
• Additional responsibilities may be assigned by servicing management as needed.
• Employees must demonstrate behaviors aligned with the organization's stated culture and values.
• Utilize Microsoft Excel and Word to document tasks and communicate with manager. 

What you'll need:

• 1+ years of related experience.
• High school diploma required.
• Entry level to intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending, including sales, operations, capital markets and/or other residential mortgage products and services.
• Entry level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate speaking and writing communication skills.

Benefits you’ll love:

We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC.  

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488.  When contacting us, please provide your contact information and state the nature of your accessibility issue.  We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

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