Clerical Support at TENA Companies Inc. – Saint Paul, Minnesota

Position Overview and Purpose:

Working under the direct supervision of the Operations Supervisor, the Clerical Support position serves as a general business information resource for all phone and written inquiries directed to TENA from mortgagors whose mortgage transaction TENA has audited. In addition, the position is responsible for initiating and completing various reverification processes to gather information related to Quality Control audits conducted by TENA.

Duties and Responsibilities:

• Handle the tasks for TENA’s front door reception area including the following: answer all incoming calls and route them accordingly; effectively communicate to reverification recipients and explain the reason for the reverification request; greet and assist TENA visitors in accordance with established guidelines and TENA’s security procedures; monitor and stock miscellaneous office and business supplies.
• Complete the reverification of information used in residential mortgage loans being audited by TENA, including employment and income, assets, owner occupancy, property valuations, mortgage records and various others; methods used include online sources and services, telephone calls, fax and mail/email.
• Process reverification letters requiring a fee to be paid, including writing checks, obtaining authorized signatures and submitting said checks to the requesting entity.
• Process the outgoing mail daily, including folding, envelope stuffing, affixing required postage, and preparing for postal pickup.
• Process the incoming daily mail, sorting, delivering, and scanning incoming reverification requests into SecondLook Audit Software.
• Perform other duties and assist other TENA employees as assigned.
• Maintain compliance with all company policies and procedures.

Qualifications:

High School diploma or equivalent degree or experience

Skills and Abilities Necessary to Succeed:

• Excellent written and verbal English communications skills.
• Demonstrated ability to effectively prioritize and complete assigned tasks and competing requests for service.
• The ability to manage a multi-line telephone system.

• A basic understanding of and abilities related to the usage of technology such as Adobe Acrobat, Outlook, Word, Excel, SecondLook®, and similar programs.
• Ability to communicate in a clear, concise and friendly manner over the phone while conducting reverifications or responding to inquiries about them.
• Ability to quickly learn new programs and technologies.
• Ability to multi-task and work independently, as well as part of a team.
• Ability to establish and maintain cooperative and effective working relationships with others.
• Basic problem solving abilities.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

Physical Requirements:

• Constantly operates a computer and other office productivity machinery, including but not limited to a keyboard, mouse, label printer, fax machine, scanner, and computer printer.
• Must be able to remain in a stationary location 60-90% of the time but able to occasionally move about inside the office building to complete tasks.
• Must be able to continually run the folding machine and mailing machine to complete the outgoing mail for one day; must be able to periodically move boxes of office supplies to and from assigned storage areas. Must be able to recognize and assess electronic loan documents online and answer questions based on information obtained as a result of the assessment of such documents.
• Must be able to converse on the phone with clients and office management when there is a question or concern.
• Occasionally must be able to move material such as computer paper bundles and other items weighing up to 24 pounds.
• Must be able to personally tolerate and maintain a quiet to moderate noise level in the work environment.

Note: This job description is not intended to be all-inclusive. The incumbent may be required to perform other related duties to meet the ongoing or evolving needs of the organization.