Customer Service Representative

  • MHS Systems, Inc
  • Phoenix, AZ, USA
  • May 18, 2022
Full time Customer Service

Job Description

Job description:


Summary of Position

The Call Center Customer Service Representative/Loan Processor provides superior effective customer service to customers. Assures accurate information has been provided to process loans properly. The Customer Service Representative/Loan Processor requires a solid understanding of integrity and demonstrates ethical behavior. This position has access to critical, sensitive, corporate systems and company & customer information.


Essential Roles/Responsibilities

  • Handles high volume of Inbound/Outbound customer service calls for Loan Processing
  • Obtains necessary information to process and complete loan files
  • Examines documents to ensure accuracy and compliance with existing underwriting guidelines.
  • Fulfills customer needs to ensure customer satisfaction
  • Demonstrates basic knowledge of lending services and practices
  • Other duties as assigned

Education Requirements

  • Required: High School Diploma or GED
  • Preferred: Some college


Required: Experience with the following computer software: Microsoft Word, Excel, Powerpoint

Preferred: 2 years of customer service and/or loan processing experience; experience with outlook exchange, the Internet, loan processing systems, Tran, Five-9, Veritrac, and Ideology

knowledge and skills

  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
  • Integrity –The ability to exercise good business ethics and honesty
  • Phone Etiquette- Demonstrates excellent phone etiquette pleasant phone demeanor at all time
  • Product Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly
  • Demonstrate Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position
  • Problem Solving: May provide a basic level of problem solving
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience
  • Speaking - Talking to others to convey information effectively
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do




Oral Expression - The ability to communicate information and ideas in speaking so others will understand

  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences
  • Written Comprehension - The ability to read and understand information and ideas presented in writing
  • Written Expression - The ability to communicate information and ideas in writing so others will understand
  • Speech Clarity - The ability to speak clearly so others can understand you
  • Speech Recognition - The ability to identify and understand the speech of another person

Physical Demands

While performing the duties of the job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools or controls; and reach with hands and arms.  Must be able to occasionally lift up to 5 lbs. Must be able to work with a moderate noise level office atmosphere.

Work Environment

The office is located at the MHA Systems office in Phoenix, Arizona.


This position description is a general description of the essential job functions.  It is not intended to describe all duties someone in this position may perform.  All employees of MHA Systems are expected to perform tasks as assigned by management, regardless of job title or routine job duties.