- Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience- Exceed all Daily, Weekly and Monthly call performance targets/metrics (e.g. answer time, abandon rate) as set forth by management- Inbound calls along with Outbound welcome and payment reminder calls- Answer all borrower calls and verify account information provided through servicing system validation in compliance with all data privacy regulations- Accurately responds and educates borrowers on inbound service inquiries- Identify borrower's request/inquiry through effective listening skills- Maintains borrower records and updates customer account information- Follow and deliver scripted campaigns to the borrowers for determining proper transfer workflow to appropriate departments- Maintain quality customer service at all times by following all company established protocols- Articulate service options and resolutions to borrowers and service providers (e.g. correspondents)
1-4 years
- Two years Customer Service experience in a customer call center is preferred- Mortgage industry and/or Financial Services experience is a plus- Bilingual skills are a plus- MSP or FICS Mortgage Servicer a plus
- Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution- Ability to handle high volume of phone calls- Ability to multitask and effectively manage time- Ability to communicate effectively both in written and verbal form- High school diploma or its equivalent- Excellent organizational skills and strong work ethic.- Ability to remain professional even under strenuous situations.- Be able to empathize with a customer and take ownership of an issue.- Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)- Word processing (speed and accuracy)- Able to use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)
High School
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