Mortgage Customer Service Representative

Union Bank, N.A. San Diego, CA

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we're 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that's working to fulfill its vision to be the world's most trusted financial group.

Job Summary:

Under general supervision, provide consumer and real estate loan account information, respond to customer inquiries via telephone. Research and resolve moderately complex customer problems. Ensure compliance with federal, state, and investor agreements, and any Bank policies and procedures to minimize and avoid potential Bank loss and liability, as pertaining to the servicing of real estate and consumer loans.

Major Responsibilities:

* Evaluate and respond to customer and Bank personnel inquiries via telephone.

* Understand and utilize ACD system within department guidelines.

* Maintain online information in response to customer needs, to include coupon ordering, name and address changes, history and amortization requests, credit corrections, and other miscellaneous requests and other duties, as needed.

* Prepare forms, pre-written business letters, short memos, reports, documents and instruments.

* Operate PC and / or mainframe terminal, microfiche and standard office equipment.

* Analyze and resolve payment inquiries / problems, research title, escrow and year-end documents.

* Inform customers of consumer and real estate product lines, answer questions on such items, and make referrals to loan production offices.

* Ensure compliance with federal and state regulatory requirements (B, C, H, X and Z).

* Ensure compliance with government agency and private investor warranties and servicing agreements.


* Typically requires a high school diploma or G.E.D. and 1 to 2 years of technical mortgage servicing and customer service experience.

* Call center experience is highly preferred.

* Must be a quick learner and have strong organizational skills.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.