Job Description
The Customer Relations Call Center Specialist II is responsible for fielding in-bound calls from customers in the servicing of their mortgage and providing excellent customer service and knowledgeable responses to resolve customer concerns.
Responsibilities include:
- Field internal and external calls from the message center and respond to customer request within established timelines
- Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently
- Compare and evaluate possible customer service solutions, and make recommendations to customers to best meet their needs
- Strong commitment to resolving customer issues while maintaining a high level of professionalism and customer service
- Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns
- Complete escrow analysis, account maintenance changes, payoff requests, and handles credit bureau disputes
- Adhere to operational controls including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets
- Ability to maintain composure with a friendly demeanor while discussing difficult and complex issues with discontent customers
- Handle escalated calls and act as resource for other agents
- Other duties as assigned
Requirements:
- 2+ years of experience in Mortgage Servicing
- 2+ years of call center experience
- Experience working in MSP preferred
- Must be able to work in a high volume call center with frequent distractions
- Excellent customer service skills
- Proficient in Microsoft Office
- Provide quality interactions with internal and external sources
- Able to input data and verify information
- Ability to communicate extensively, effectively and empathetically to our customers
- Excellent analytical, organizational, and problem-solving skills
- Ability to execute and prioritize multiple tasks
- Demonstrated professionalism
- Must be an efficient and effective listener
This position offers a full range of benefits including Health, Dental, and 401k.
Equal Opportunity Employer
M/F/Disability/Vet.
Member FDIC | Equal Housing Lender | NMLS ID 401285
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