Customer Service Specialist Warehouse Lending

• Monitor loan aging and hedging limits in accordance with client agreements
• Issue repurchase and curtailment requests according to company guidelines and client agreements
• Manage the flow of collateral for investor allocation and agency certification for securities settlements
• Input and monitor MBS trades in tracking system for clients
• Frequent interaction on the phone and via email with clients providing updates on any issues or questions
• Participate in moderately complex support services in account management, operations, documentation, customer service and technical support
• Identify opportunities for process improvement within the customer support functional area
• Review basic or tactical routine technical issues or challenges that require research and evaluation, applications or services, product conversions, and new product development
• Present recommendations for resolving moderate to complex situations and exercise independent judgment while developing understanding of internal and external customer needs
• Provide information to customer service colleagues, relationship managers, internal partners and stakeholders, and customers to resolve customer issues
• Serve as the first point of customer contact in providing support for routine technical questions and issues

2+ years of experience in Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Experience in Warehouse lending, Retail and/or Wholesale Mortgage Operations
• Familiar GSE’s such as Freddie Mac and/or Fannie Mae
• Proficient in Excel
• Strong written and oral communication skills
• Strong attention to detail