Customer Care Expert

SPS; Jacksonville (FL); In loco; USD 36.000 - 48.000; Tempo pieno

Descrizione del lavoro

SPS in Jacksonville, FL is seeking a Customer Care Expert to deliver personalized service to borrowers through the life of their loan. You will act as the liaison between customers and mortgage operations to resolve inquiries and delinquency in a fast-paced call center.

The role requires exceptional interpersonal and communication skills, the ability to handle high-volume calls, strong problem-solving and negotiation abilities, and dependable time management.

Competenze

• Experience in loss mitigation or customer service preferred
• Ability to handle high-volume calls and maintain composure
• Excellent communication, verbal and written, to resolve inquiries

Mansioni

• Handle customer calls efficiently, delivering exceptional service
• Accurately execute transactions such as billing inquiries and account changes
• Identify customer needs and resolve problems with sound judgment
• Resolve delinquency by collecting past-due payments as needed
• Explain loss mitigation options and decisions to customers
• Obtain complete and accurate documentation from customers and third parties
• Manage daily workflow within prescribed timelines and quality metrics
• Complete affirmations prior to foreclosure if assigned a loan population

Conoscenze

Interpersonal skills

Customer service

Communication

Listening

Problem solving

Negotiation

Time management

Stress tolerance

Call center experience

Loss mitigation knowledge

Strumenti

Windows OS

MS Office

Descrizione del lavoro

The Customer Care Expert (CCE) is responsible for delivering personalized service to the customer throughout the life of the loan to solve customer inquiries and manage the customer relationship throughout the default process in a call center environment. The CCE will be the liaison between the customer and any other mortgage operations' groups as necessary. In this role, this person will act as the communication liaison to ultimately resolve the customer's inquiry and /o r delinquency.

1. Handle customer calls efficiently and effectively, while providing exceptional customer service
2. Accurately and promptly execute transactions, such as billing inquiries and account changes.
3. Identify customer needs through in-depth probing. Solve customer problems using swift, sound judgments based on the facts of each situation.
4. Resolve account delinquency by collecting past due payments as needed
5. Communicate loss mitigation options and decisions to customers
6. Obtain complete and accurate documentation from customers and approved third parties.
7. Manage daily workflow within prescribed timeline and quality metrics, if assigned a loan population
8. Complete affirmations prior to proceeding to foreclosure if assigned a loan population.

Specifications:

1. Strong interpersonal skills: professional, courteous, empathetic, level-headed, composed.
2. Excellent customer service and or sales skills. Loss Mitigation and or Customer Service experience is preferred
3. Superior communication skills, in verbal and written communication
4. Effective listening, problem solving and negotiating required.
5. Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation.
6. Proven record of dependability with excellent time management and the ability to self-manage.
7. Proven ability to handle stressful situations and effectively manage a high volume workload. Willing to work in a call center environment with heavy telephone customer interaction.