Customer Care Servicing Professional

Real Time Resolutions•Dallas, TX

67d•Hybrid

About The Position

The Customer Care Servicing Professional serves as a frontline advocate for borrowers, providing clear guidance, empathetic support, and effective problem solving across a wide range of servicing and account needs. In this role, the professional engages with customers in helping them navigate payment questions, account status updates, and solutions that keep their loans in good standing. The position blends strong customer service skills with collections awareness to ensure timely resolutions, regulatory compliance, and a positive borrower experience. This role is ideal for someone who thrives in a metric driven environment, communicates with confidence and care, and brings a steady approach to complex or sensitive account situations. The Customer Care Servicing Professional plays a key part in upholding service standards, strengthening customer trust, and supporting our mission to deliver transparent and responsible loan servicing.

Requirements

Bachelor’s degree or equivalent related work experience required.
Experience working with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Access) required.
Minimum three years of experience in customer service or collections.
Proven ability to demonstrate patience, empathy and attentive listening while meeting service expectations.
Strong research, analytical, and problem-solving skills.
Excellent critical thinking and decision-making abilities.
Detail-oriented and self-motivated with the ability to manage multiple priorities in a fast-paced environment.
Professional and articulate communication skills. (written and verbal)
Must successfully pass a comprehensive background check per client requirements.
Must be authorized to work permanently in the United States. (Sponsorship is not available now or in the future.)

Nice To Haves

Bilingual (English and Spanish) skills a plus.

Responsibilities

Handle inbound and outbound borrower interactions related to account status, payment questions and general servicing needs.
Support customers with payment arrangements, hardship discussions and steps to keep accounts in good standing, applying effective collections practices.
Identify past due accounts, review loan history and partner with customers to bring accounts current while following all applicable policies and regulations.
Assist with servicing tasks including payment research, post funding inquiries, document questions, account maintenance and correspondence processing.
Encourage adoption of autopay and electronic payment tools and guide customers through available digital resources.
Identify opportunities to guide customers toward tools, programs or account options that support long term success and stronger account performance.
Meet performance goals tied to service quality, productivity, right party contact and resolution outcomes.
Document all customer interactions accurately and maintain complete records of account status, delinquency and arrangements.
Provide a customer experience focused empathy, clarity and problem solving.
Support escalations and collaborate with peers and leadership to resolve complex borrower situations.
Ensure compliance with federal, state and local servicing and collections requirements as well as internal policies.