Customer Care Specialist - Senior- Jacksonville, Fl (devasto)
Washington Mutual (Jacksonville, Florida)

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At WaMu, our core values inspire and guide our talented team as they help us write our extraordinary ongoing success story.  We believe that a diverse group of talented, committed individuals—working as a team—can make a real difference. We celebrate our successes, learn from our failures, and keep our egos in check. We also manage to keep a sense of humor along the way.  So if you’re ready for WaMu, read on! The main function of this position is to service the borrowers, loan originators and vendors primarily through incoming telephone contacts on the loans in process of being originated in Consumer Direct.  Call types vary from general status updates, confirming terms, setting closing appointments, clearing conditions, educating callers on the loan process,  researching issues, and other inquires that pertain to specific loans Essential Job Functions 1. Communicate with customers on escalated concerns or problems and provide appropriate resolution or closure.  Customer Care Specialists are the first point of contact for the customers inquiring about their loan.  Customer Care Specialists are expected to have knowledge of entire loan cycle from file management, loan processing, closing to funding consumer loans.  Customer calls necessitate responses that require complex understanding of the different functional areas, loan processing steps, processing time, etc… 2. Provide technical support, such as explaining or addressing customer requests.  Analyze and remedy customer problems within established guidelines and reinforce approved bank policy while providing support.   Act as liaison between the customers and various WM departments disseminating the interest and needs of customers in rectifying situations that interrupts the loan process.  Customer Care Specialists will contact loan originators, loan coordinators and credit analysts with steps to remedy the process. 3. Coordinate the effective resolution on individual loans by updating the website or statuses over the phone, update signing appointments with borrowers, coordinate notary service, coordinate receipt of required loan documents, coordinate receipt of faxes to appropriate areas, inform appropriate parties through LOS, and email special requirements to continue loan processing 4. Explain over the phone to the customers regarding operating procedures and educate originators on proper use of LOS statuses and update comments in the system in generating a response in the loan process.  Provide operations staff on turn time expectations and service level agreements. *** 1st and 2nd shift availble** 3 years or more of related job experience including processing conventional single family and multifamily residential loans. Successful completion of the certification program administered by Mortgage Banking Employee Development is required within the first 60 days. 1 year experience as a Sr. Processor and 1 year experience as an Underwriter is preferred. Ability to perform standard credit and income analysis. Ability to demonstrate excellent communication skills as the primary source of information to all borrowers and internal staff. Experience in operating an automated underwriting system.Washington Mutual is an equal opportunity employer. We embrace differences, welcome diversity, and value a culture of respect.