United States onlyFounded in 1963, FirstBank maintains more than $20 billion in assets and operates over 100 branch locations across Colorado, Arizona and California. Its growth can be attributed to one simple philosophy: do right by customers, communities and employees, which is at the center of the company’s “banking for good” mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and prides itself in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it, and prides itself in hiring and training a diverse and talented group. By joining the FirstBank team you will experience its great team culture with ample opportunity for growth. There’s an opportunity for everyone with positions all across the company, from Teller and Call Center to Technology and Lending. Apply today to learn more and join the team!
A Brief Overview
The Mortgage Customer Service – Phone Team Representative is an entry level position that will allow you to play an essential part on our Loan Servicing team. The Mortgage Customer Service – Phone Team Representative is part of a team in a customer service call center, that assists FirstBank customers and branches by helping them with mortgage payments and general loan information. This position will be involved in processing mortgage requests received verbally, via email, and via mail from both customers and internal employees.
What you will do
- Answers phone calls from customers, other employees, and third parties regarding the servicing aspects of an originated mortgage loan.
- Processes requests received via email from customers, other employees, and third parties regarding the servicing aspects of an originated mortgage loan.
- Processes requests received via USPS, FedEx, and UPS mail from customers, other employees, and third parties regarding the servicing aspects of an originated mortgage loan.
- Processes mortgage payments received verbally from customers in compliance with applicable procedures and regulations.
- Completes maintenance requests on mortgage loans received through daily reports generated in Microsoft Excel.
- Works closely with several departments to assist customers and ensure compliance with applicable requirements and regulations.
- Performs other duties and projects as assigned.
- Understands and complies with all provisions of the Safety in the Workplace policy.
Minimum Requirements
- Entry-level job with little or no prior relevant work experience in the function
Preferred Requirements
- Strong customer service skills
- Outstanding phone etiquette
- Ability to multi-task and meet strict deadlines
- Ability to learn and comply with all applicable regulations and bank policies
- Experience working with computer software programs, including but not limited to, Microsoft Excel and Outlook
Knowledge, Skills, and Abilities
- In addition to the minimum qualifications above, candidates will possess the following skills:
- Demonstrates outstanding customer service
- Organized with a strong attention to detail
- Excellent written and verbal communication skills
Working Conditions and Physical Requirements
- Frequently remains stationary throughout a typical business day
- Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
- Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms
- Occasionally positions self to access drawers and shelves of various heights
- Frequently reaches for and handles paperwork and files
- Constantly communicates with customers, coworkers, and management via in-person, telephone, email, and IM communication
- Must be able to exchange accurate information
- FirstBank does not currently offer fully remote positions, except as required by law. The actual number of in-office days that may be required will vary by business unit, role, and business need
Salary Range
$20.00 Per Hour to $23.15 Per Hour
Statement of Benefits
FirstBank offers a suite of benefits that support our employees’ professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D
FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department.
*This job opportunity is expected to close on June 14th, 2024*
