Loan Care Specialist – Delinquency & Loss Mitigation

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

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.