Customer Care Expert (SLC)

SPS; West Valley City (UT); On-site; USD 32,000 - 52,000; Full time

Job summary

SPS in West Valley City, Utah, seeks a Customer Care Expert to guide customers through the life of a loan within a call center setting. You will liaison with mortgage operations teams to resolve inquiries and delinquency issues, delivering personalized service throughout the process.

Responsibilities include handling high-volume calls, executing transactions, collecting past-due payments, and presenting loss mitigation options. Strong communication and problem-solving skills are essential.

Qualifications

• Strong interpersonal skills with professional, courteous and empathetic demeanor.
• Excellent customer service and sales skills; loss mitigation or customer service experience preferred.
• Clear verbal and written communication.
• Active listening, problem solving and negotiation abilities.
• Basic computing skills and comfortable with Windows.
• Dependable with good time management and self-management.
• Capable of handling high volumes in a call center environment.

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

Communication skills

Active listening

Problem solving

Negotiation

Time management

Stress management

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.