Mortgage Delinquency & Customer Care Specialist

Select Portfolio Servicing, Inc.; Jacksonville (FL); On-site; USD 35,000 - 45,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Interpersonal skills

Customer service

Communication skills

Listening & problem solving

Computing skills

Time management

Stress management

Call center experience

Job description

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