Primary Position Objective:Assist single family home borrowers from across the United States and Puerto Rico through phone, email, and chat assistance. The CSR will answer questions and provide assistance relating to mortgages and other loans, including answering online banking questions. The Customer Service Representative is expected to maintain a reputation for service excellence:Major Responsibilities and Duties: Handle incoming customer service inquiries. Assist borrowers with website access and questions. Deliver exceptional service to external and internal customers. Process borrower check-by-phone requests. Respond to borrower correspondence and requests (regular mail, lockbox, website, emails, etc.). Respond to inter-office requests for information on loans. Process department incoming mail and faxes. Log and respond to Qualified Written Requests. Adhere to timelines established based on the customer needs and department workflow. Other duties as assigned.