Customer Care Expert (SLC)

Select Portfolio Servicing • Salt Lake City, UT

5d

About The Position

The Customer Care Expert (CCE) delivers personalized service to customers throughout the life of their loan, handling 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 to resolve inquiries and delinquencies.

The role includes handling customer calls, processing account transactions and changes, identifying customer needs, resolving problems, collecting past-due payments when needed, communicating loss mitigation options and decisions, and obtaining documentation. When assigned a loan population, the CCE manages workflow to prescribed timelines and quality metrics and completes affirmations before proceeding to foreclosure.

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 negotiating skills.
• Basic computer skills, including mouse and keyboard use, launching programs, and navigating windows.
• 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.
• Accurately and promptly execute transactions, 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 delinquency 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.
• Act as a communication liaison between customers and other mortgage operations groups to resolve inquiries and delinquencies.

What This Job Offers

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