Job Description

Description

Are you passionate about serving customers? We are searching for a polite, professional Home Mortgage Letter Writer/Secure Message Specialist to provide outstanding service to our customers by answering questions and researching issues related to our customers mortgage loans. The Letter Writer/Secure Message Specialist will be responsible for ensuring the timely research and response to all written correspondence from our customers including mail and secure messages. The role performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. The position requires the application of various complex methods, procedures and knowledge of the business units product(s) and application(s). The position requires routine decision making without consulting supervisor and the ability to prioritize.

Qualifications

Primary responsibilities include:

* Create standard written correspondence templates
* Review legal documents for accuracy
* Requires understanding and application of procedures and practices within own area and basic knowledge of other areas
* Comply with relevant company policies, procedures, regulations and laws
* Understands how the team relates to other closely related teams to improve efficiency
* Uses tact and diplomacy to exchange information and address sensitive issues
* May work independently on special projects often interacting with all levels of management, serving as a resource of the business unit
* May include reporting responsibilities which may entail creating, monitoring and analyzing
* May assume department administrative duties as required
* May interface with other departments on projects or initiatives
* May require multi-tasking and cross training within the department
* Perform other duties as assigned
* Provide excellent customer service to internal and/or external customers

Required Skills/Experience:

* Must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment
* Advanced problem solving skills and analytical skills
* Positive and customer-focused mindset
* Strong verbal and written communication skills
* Strong ability to multi-task & strong organizational skills
* Strong customer service focus with the ability to resolve routine customer issue
* Strong compliance/regulatory environment knowledge/skills
* Attention to detail
* Computer proficiency
* Solid knowledge of MS Word
* Solid knowledge of MS Excel & Outlook
* Advanced knowledge of department computer applications and systems

Education, Certifications and/or Other Professional Credentials:

* High school degree or equivalent
* Associates degree preferred

Hours & Work Schedule

Hours per Week: 40

Overtime Required: Yes

Work Schedule: Monday-Friday and occasional weekends

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, colleague or a dependents reproductive health decision making, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, genetic characteristic, citizenship, veteran or military status, marital or domestic partner status, family status/parenthood, victim of domestic violence, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.