Mortgage Care Specialist: Delinquency & Loss Mitigation

SPS; Jacksonville (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

Interpersonal skills

Customer service

Communication

Listening

Problem solving

Negotiation

Time management

Stress tolerance

Call center experience

Loss mitigation knowledge

Tools

Windows OS

MS Office

Job description

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.