Customer Service Representative

Position: Customer Service Representative

Location: Cincinnati, OH (Onsite)

Duration: FTE/ Direct Hire

Shift Details: 11 AM to 8 PM EST

Job Description:

Position Overview

The Processor – Information Process Enabler (US Mortgage Closing QC) is responsible for reviewing and validating mortgage closing documents prepared by the client to ensure accuracy, completeness, compliance, and timely delivery. The role involves performing quality checks on Initial Disclosure Packages (IDP), Closing Disclosures (CD), and Closing/Funding Packages, identifying discrepancies, and ensuring all required corrections are completed prior to loan closing.

Key Responsibilities

•             Quality Review — Conduct thorough QC reviews of IDP, CD, and Closing/Funding Packages.

•             Loan Information Verification — Ensure loan data is accurate, complete, and compliant with client guidelines.

•             Discrepancy Identification — Detect missing documents, errors, and compliance exceptions.

•             Document Validation — Validate borrower, property, loan, and closing details against source documentation.

•             QC Reporting — Document QC findings and communicate them to the client for resolution.

•             SOP Compliance — Follow client-specific SOPs and regulatory guidelines.

•             Productivity & SLA Management — Maintain accuracy, productivity, and turnaround time as per SLA.

•             System Updates — Update internal systems with QC status, findings, and related details.

•             Process Improvement — Support continuous improvement initiatives while ensuring adherence to operational controls.

Required Experience

•             Minimum 1 year of relevant US mortgage experience.

•             Knowledge of mortgage documentation, closing processes, and regulatory requirements preferred.

Skills & Competencies

•             Strong analytical and problem solving skills.

•             Excellent attention to detail and accuracy.

•             Effective written and verbal communication skills.

•             Ability to interpret mortgage documents and identify discrepancies.

•             Understanding of US Mortgage Closing processes and compliance guidelines.

•             Strong organizational and time management abilities.

•             Ability to work under deadlines and manage multiple priorities.

•             Collaborative team player with a customer focused mindset.

Educational Qualification

High School Diploma