Customer Care Expert

Select Portfolio Servicing, Inc. • Jacksonville, FL

6d

About The Position

The Customer Care Expert (CCE) delivers personalized service throughout the life of a loan, resolving customer inquiries and managing customer relationships during the default process in a call center environment. The CCE serves as a liaison between customers and other mortgage operations groups as needed, coordinating communication to resolve inquiries and delinquencies.

Requirements

• Strong interpersonal skills, including professionalism, courtesy, empathy, composure, and level-headedness.
• Excellent customer service and/or sales skills.
• Superior verbal and written communication skills.
• Effective listening, problem-solving, and negotiation skills.
• Basic computing skills, including mouse and keyboard use, launching programs, and navigating windows.
• A proven record of dependability, excellent time management, and the ability to self-manage.
• Ability to handle stressful situations and effectively manage a high-volume workload.
• Willingness to work in a call center environment with heavy telephone customer interaction.

Nice To Haves

• Loss mitigation and/or customer service experience is preferred.

Responsibilities

• Handle customer calls efficiently and effectively while providing exceptional customer service.
• Execute transactions accurately and promptly, including billing inquiries and account changes.
• Identify customer needs through in-depth probing and resolve problems using sound judgment based on the facts of each situation.
• Resolve account delinquencies by collecting past-due payments as needed.
• Communicate loss mitigation options and decisions to customers.
• Obtain complete and accurate documentation from customers and approved third parties.
• Manage daily workflow within prescribed timelines and quality metrics when assigned a loan population.
• Complete affirmations before proceeding to foreclosure when assigned a loan population.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed