Customer Advocate II

Select Portfolio Servicing•Salt Lake City, UT

About The Position

Research and resolve customer and/or authorized third-party concerns, including foreclosure, escrow, payment application, credit bureau reporting, and payment changes. Communicate research results promptly through written correspondence and/or by telephone. The role requires professional, effective customer service, complete research, accurate resolution of issues, and adherence to applicable regulations and company policies. The position is accountable for meeting a 30-calendar-day departmental turnaround time and completing at least 3.5 items per day.

Requirements

High school diploma or GED required.
Strong written and verbal communication skills.
Strong organizational and time-management skills.
Proven ability to handle stressful situations and effectively manage a high volume of work.
Self-starter with proven decision-making skills.
Established customer service skills.
Knowledge of mortgage laws and regulations required.
Strong interpersonal skills.
Ability to handle multiple tasks in a deadline-driven environment.

Nice To Haves

Associate degree or equivalent business experience preferred.

Responsibilities

Provide superior customer service and communicate effectively with customers, authorized third parties, coworkers, and management.
Adhere to RESPA, FCRA, and GLBA guidelines and meet company dispute-resolution standards.
Prepare professional, grammatically correct, and effective written communications.
Complete research and resolve issues on the first attempt where possible.
Apply understanding of the mortgage industry and company policies and procedures.
Conduct oneself professionally and maintain the integrity of the company.
Identify issues and ensure responses address them accurately and professionally.
Plan and organize workload to meet 30-calendar-day turnaround requirements.
Respond effectively under pressure, take initiative, share newly discovered information, and ask for help when needed.
Complete full research before requesting account corrections and facilitate any necessary corrections.
Meet the departmental turnaround time of 30 calendar days and complete a minimum of 3.5 items per day.
Demonstrate professional written and verbal communication and strive for high quality.
Resolve escalated issues effectively and in a timely manner.