Customer Care Expert (SLC)

Select Portfolio Servicing, Inc.; Salt Lake City (UT); On-site; USD 21,000 - 30,000; Full time

Job summary

Select Portfolio Servicing, Inc. is seeking a Customer Care Expert to guide borrowers through the life of a loan in a call center environment. You will act as the liaison between the customer and mortgage operations, resolving inquiries and addressing delinquency decisions.

Responsibilities include handling calls, processing account changes, communicating loss mitigation options, collecting past due payments when needed, and ensuring documentation is complete and accurate.

Qualifications

• Strong interpersonal skills: professional, courteous, empathetic, level-headed, composed.
• Excellent customer service and or sales skills. Loss Mitigation and or Customer Service experience is preferred
• Superior communication skills, in verbal and written communication
• Effective listening, problem solving and negotiating required.
• Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation.
• Proven record of dependability with excellent time management and the ability to self-manage.
• 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.

Responsibilities

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

Skills

Interpersonal skills

Customer service

Sales skills

Loss Mitigation experience

Communication skills

Active listening

Problem solving

Negotiation

Time management

Call center experience

Job description

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.