Call Center Representative

6AM City, LLC; Utah; Hybrid; USD 36,000 - 54,000; Full time

Job summary

Select Portfolio Servicing, Inc. (SPS) in Utah is hiring a Customer Care Expert to deliver personalized service to mortgage customers.

The role supports inbound and outbound calls, resolves inquiries and delinquency issues, and documents outcomes in a call center environment. In-office with the option to work remotely after meeting performance criteria, this full-time position requires strong communication, problem-solving, and the ability to manage high call volumes while ensuring compliance

Qualifications

• High School diploma or equivalent required.
• Customer Service or Loss Mitigation work experience preferred.
• Strong communication, problem solving and multitasking abilities.

Responsibilities

• Handle customer calls professionally and efficiently, delivering accurate information and exceptional service.
• Execute transactions such as payments, billing, and account changes.
• Identify customer needs and resolve issues using documented procedures.
• Explain Tax, Insurance and Escrow information clearly to customers.
• Assist in collecting payments to resolve delinquency.
• Communicate loss mitigation options and decisions to customers.
• Obtain required documentation from customers and third parties.
• Adhere to schedule and call handling policies while maintaining compliance.

Skills

Interpersonal skills

Punctual attendance

Timeliness

Customer service

Communication

Multitasking

Active listening

Problem solving

Negotiation

Basic computing

Dependability

Self-management

Stress management

Call center experience

Feedback oriented

Education

High School diploma or equivalent

Job description

Job Description

NOW HIRING

Mon-Friday with one Saturday a month

OPPORTUNITY FOR REMOTE

The Customer Care Expert (CCE) is responsible for providing solutions via excellent personalized service and support in a courteous and professional manner to customers throughout the life of the mortgage account, during inbound and outbound telephone discussions. The CCE’s primary responsibility is to resolve customer inquiries and delinquency, communicate information including regulatory and mandatory topics, enter information or tasks to facilitate required actions, and document outcomes in a call center environment. In this role, the CCE will act as the communication liaison between the customer and any other operations' groups, while ensuring compliance with all applicable rules and laws, as well as complying with the established Call Handling Policy and Procedures using state of the art technology.

Summary of Position

• In office, full time position with the ability to work remotely if certain performance and attendance criteria is met
• Handle customer calls professionally, efficiently and effectively, by utilizing active listening skills, and providing timely and accurate information while delivering exceptional customer service
• Accurately and promptly execute transactions, such as payments, billing and account changes
• Identify customer needs through in-depth probing. Solve customer problems using swift, sound judgments and documented procedures based on the facts of each situation
• Explain financial and non-financial information effectively including Tax, Insurance and Escrow
• Resolve account delinquency by collecting payments as needed
• Communicate loss mitigation options and decisions to customers
• Exhibit and communicate sense of urgency in obtaining complete and accurate documentation from customers and approved third parties
• Adhere to assigned schedule including paid breaks and unpaid breaks for meals, training and meetings
• Work in a performance-based environment, with a call monitoring program to ensure compliance with applicable rules and laws, where expectations are to meet certain standards on a regular basis. Standards are established monthly based on the performance of the team

Position Requirements

Interested candidates should have a High School diploma or equivalent. Customer Service or Loss Mitigation work experience is preferred. The candidate must possess the following skills and abilities.

• Strong interpersonal skills: professional, courteous, empathetic, level-headed, composed
• Able to work a full-time schedule, with regular and punctual attendance
• A proven record of timeliness and availability in assisting customers
• Excellent customer service and or sales skills
• Superior communication skills, organizes thoughts and facts to clearly communicate verbally and in writing. Ability to read, comprehend and communicate details to a customer
• Proven ability to multi-task, listen and type or talk and type notes
• Effective listening, problem solving and negotiating skills
• Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation. Ability to utilize PC, systems and software in completing all work
• Proven record of dependability with excellent time management and the ability to self-manage
• Work toward minimal guidance and supervision
• Proven ability to handle stressful situations and effectively manage a high-volume workload
• Willing to work in a call center environment with heavy customer interaction via telephone
• Proven ability to take feedback, instruction and follow rules

Company Description

Select Portfolio Servicing, Inc. (SPS) is an industry leading mortgage servicer. Founded in 1989, SPS is headquartered in Salt Lake City, Utah with an office in Jacksonville, Florida. At SPS, our on-going mission is to provide servicing solutions that exceed expectations. To this end, we work closely with our customers to understand their unique situations and provide the right solutions for their individual circumstances.