Customer Care Expert (SLC)

Select Portfolio Servicing•Salt Lake City, UT

5d•Hybrid

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, records 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 complying with applicable rules, laws, and established call-handling policies and procedures using technology. This is a full-time, in-office position, with the possibility of remote work if specified performance and attendance criteria are met. The schedule is Monday through Friday, 9:00 a.m. to 6:00 p.m. The position operates in a performance-based environment with call monitoring and regular standards established monthly based on team performance.

Requirements

High school diploma or equivalent.
Ability 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 explain details to customers.
Ability to read, comprehend, and communicate details to customers.
Ability to multitask while listening and typing or talking and typing notes.
Effective listening, problem-solving, and negotiating skills.
Basic computer 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 the ability to self-manage and work 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 is preferred.

Responsibilities

Handle customer calls professionally, efficiently, and effectively, using active listening and providing timely, accurate information and customer service.
Execute transactions promptly and accurately, including payments, billing, and account changes.
Identify customer needs through in-depth questioning 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.
Communicate the urgency of obtaining complete and accurate documentation from customers and approved third parties.
Maintain the assigned schedule, including paid breaks and unpaid breaks for meals, training, and meetings.
Comply with applicable rules and laws, call-handling policies and procedures, and performance standards monitored through a call monitoring program.
Act as a communication liaison between customers and other operations groups.
Document customer interactions and outcomes, and enter information or tasks to facilitate required actions.