Customer Care Expert

Select Portfolio Servicing, Inc.; Jacksonville (FL); In loco; USD 35.000 - 45.000; Tempo pieno

Descrizione del lavoro

Select Portfolio Servicing, Inc. in Jacksonville seeks a Customer Care Expert to provide personalized service throughout the life of the loan, resolving customer inquiries in a call center setting.

The role requires acting as the liaison between customers and mortgage operations to ensure resolutions and timely delinquency management. Responsibilities include handling calls efficiently, documenting interactions, and communicating loss mitigation options while maintaining high quality standards

Competenze

• Strong interpersonal, courteous and empathetic demeanor.
• Excellent customer service and sales skills; loss mitigation experience preferred.
• Superior verbal and written communication abilities.
• Active listening, problem solving, and negotiating capabilities.
• Basic computing skills (mouse, keyboard, program navigation).
• Reliable, with strong time management and self-management.
• Ability to handle high-volume calls in a call center environment.

Mansioni

• Handle customer calls efficiently and deliver exceptional service.
• Accurately execute transactions such as billing inquiries and account changes.
• Identify customer needs through probing and resolve problems with sound judgments.
• Resolve delinquency by collecting past due payments as needed.
• Communicate 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 skills

Listening & problem solving

Computing skills

Time management

Stress management

Call center experience

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.