Customer Care Expert

Select Portfolio Servicing•Jacksonville, FL

5d•Onsite

About The Position

The Customer Care Expert (CCE) provides personalized, courteous, and professional service and support to mortgage customers throughout the life of their accounts through inbound and outbound telephone discussions. The role resolves customer inquiries and delinquency, communicates regulatory and mandatory information, enters information and tasks needed to facilitate actions, and documents outcomes in a call center environment. The CCE serves as a communication liaison between customers and other operations groups, while following applicable rules and laws and the established Call Handling Policy and Procedures using state-of-the-art technology. This is an in-office, full-time position, with the possibility of working remotely if specified performance and attendance criteria are met. The CCE handles customer calls, processes transactions, identifies and resolves customer needs, explains financial and non-financial account information, collects payments as needed, and communicates loss mitigation options and decisions. The position follows an assigned schedule that includes paid breaks and unpaid meal, training, and meeting breaks. It is performance-based, with call monitoring for compliance and regular standards established monthly based on team performance.

Requirements

High school diploma or equivalent.
Able to work a full-time schedule with regular and punctual attendance.
Strong interpersonal skills, including professionalism, courtesy, empathy, composure, and level-headedness.
Proven timeliness and availability in assisting customers.
Excellent customer service and/or sales skills.
Strong verbal and written communication skills, including the ability to organize and clearly communicate thoughts and facts and to read, comprehend, and explain details to customers.
Ability to multitask while listening and typing or talking and typing notes.
Effective listening, problem-solving, and negotiating skills.
Basic computing skills, including mouse and keyboard use, launching programs, and navigating windows; ability to use a PC, systems, and software to complete work.
Dependability, excellent time management, and ability to self-manage with minimal guidance and supervision.
Ability to handle stressful situations and manage a high-volume workload effectively.
Willingness to work in a call center environment with heavy customer interaction by telephone.
Ability to accept feedback and instruction and follow rules.

Nice To Haves

Customer service or loss mitigation work experience.

Responsibilities

Handle customer calls professionally, efficiently, and effectively, using active listening and providing timely, accurate information and exceptional customer service.
Execute transactions promptly and accurately, including payments, billing, and account changes.
Identify customer needs through in-depth probing and resolve problems using sound judgment and documented procedures based on the facts of each situation.
Explain financial and non-financial information, including tax, insurance, and escrow matters.
Resolve account delinquency by collecting payments as needed.
Communicate loss mitigation options and decisions to customers.
Promptly obtain complete and accurate documentation from customers and approved third parties, communicating a sense of urgency.
Document call outcomes and enter information or tasks to facilitate required actions.
Serve as a communication liaison between customers and other operations groups.
Follow applicable rules and laws, Call Handling Policy and Procedures, and assigned schedules, including required breaks, training, and meetings.
Meet regular performance standards in a call-monitoring environment.