Customer Service Representative

About The Company Iowa Bankers Mortgage Corporation is a reputable financial institution dedicated to providing comprehensive mortgage solutions and exceptional customer service. With a strong commitment to integrity, professionalism, and innovation, the company has established itself as a trusted partner for homeowners, real estate professionals, and financial institutions alike. Iowa Bankers Mortgage Corporation prides itself on fostering a collaborative work environment that encourages growth, continuous learning, and excellence in all aspects of mortgage servicing and customer engagement.

About The Role The Mortgage Customer Service Representative plays a vital role within the Escrow department, ensuring the accurate and efficient management of escrow and non-escrow hazard information. This position involves reviewing insurance documents, responding to customer and vendor inquiries, and performing clerical duties to support the overall mortgage servicing operations. The representative serves as a key point of contact for homeowners, bankers, and vendors, delivering superior service both verbally and in writing. The role requires attention to detail, strong organizational skills, and the ability to handle multiple tasks in a fast-paced environment.

Qualifications The ideal candidate will possess a high school diploma or GED, with two to five years of relevant experience in mortgage servicing or customer service roles. Experience with mortgage-related systems, particularly Black Knight, is preferred but not mandatory. Proficiency in Microsoft Word and Excel is essential for processing transactions and maintaining records accurately. The candidate must demonstrate strong analytical and decision-making skills, with a focus on following established policies, procedures, and guidelines. Excellent communication skills, both written and verbal, are crucial for success in this role.

Responsibilities

• Review and update escrow and non-escrow hazard information to ensure accuracy with insurance documents in the Insurance Workflow Queue.
• Respond promptly and professionally to incoming customer and vendor inquiries via call queue, providing solutions and support as needed.
• Receive and process payments of insurance premiums from escrow accounts, ensuring timely and accurate posting.
• Review insurance loss claims in accordance with investor guidelines for endorsements or loss account setup.
• Perform clerical duties such as filing, correspondence, and maintaining accurate loan files to support mortgage servicing activities.
• Maintain compliance with company policies, industry regulations, and best practices while managing sensitive information.
• Collaborate with team members and other departments to resolve issues and improve service quality.
• Assist in identifying process improvements to enhance efficiency and customer satisfaction.

Benefits Iowa Bankers Mortgage Corporation offers a competitive benefits package designed to support the health, well-being, and professional development of its employees. Benefits include health insurance options, retirement plans, paid time off, and opportunities for career advancement. The company encourages a healthy work-life balance and provides ongoing training and development programs to help employees excel in their roles. Additionally, employees have access to a supportive work environment that values diversity, collaboration, and continuous improvement.

Equal Opportunity

Iowa Bankers Mortgage Corporation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. All employment decisions are based on merit, qualifications, and business needs.