Services Support Representative

The Service Support Representative provides a consistent, high quality customer experience to create a lasting partnership by putting the customers first. The SSR is the relationship and communication link between the customer and operations. The position works proactively to serve as a critical point of contact for loan servicing and support.

• High School diploma or GED required; associate degree in a Business-related field or commensurate experience preferred.
• Customer service or call center experience preferred.
• Excellent written and verbal communication skills.
• Strong interpersonal skills to work collaboratively and effectively with management, peers, and customers.
• Working knowledge of Microsoft Office applications (Outlook, Teams, Excel, Word, etc.).

• Thoroughly review, notate customer inquiries in a timely and accurate manner within compliance and investor guidelines.
• Comply with bank, regulatory and investor requirements regarding all functions of the Customer Relations Department.
• Provide customer with loan history payment transactions.
• Review and submit PMI/MIP deletions, escrow deletions, interest calculations and escrow analysis.
• Initiate retail loan inquires on behalf of the customer, if applicable.
• Explain processes and procedures to customers using provided resources.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing, and monitoring the risk they encounter daily as required by Dollar Bank's risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.