Customer Care Specialist
About The Position
The Customer Care Specialist (CCS) is the primary point of contact for customers that have existing loans with New American Funding. The Customer Care Specialist is responsible for inbound calls regarding mortgage questions involving taxes, hazard insurance, escrow analysis, mortgage payments, principal curtailments, document copies, account balances, verification of mortgage, year-end tax information, methods of payment and payoffs. Customer Care Specialists participate in outbound calls regarding early-stage delinquency, Escrow, FEMA and Welcome calls. Customer Care Specialists will respond to inquiries, complaints and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). Specialists will coach borrowers in the best ways to keep their loan current by offering ACH, Bi-weekly payments and self-serve options using the Servicing Digital mobile and web applications. The goal being to find a resolution that fits each borrower's circumstance. The Specialist is expected to analyze verbal requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.
Requirements
- The ideal candidate should have (5 +) years' experience in a mortgage servicing call center utilizing Black Knight’s Mortgage Servicing Platform (MSP)
- History of reliable attendance and ability to meet all required performance standards
- Ability to work a schedule that includes some weekends
- must be able to pass background investigation
- High school diploma or equivalent required, bachelor's degree preferred.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
- To perform this job successfully, an individual should have extensive knowledge of Black Knight’s Mortgage Servicing Platform (MSP), along with MS Word word-processing software; MS Excel spreadsheet software and Internet Explorer, and MS Outlook internet software.
- Ability to meet all required performance standards
- Must work well under pressure, meeting multiple and sometimes conflicting deadlines
- Must have demonstrated ability to collaborate and work well with others
- Must have demonstrated ability to achieve goals
- Excellent verbal and written communication and listening skills
- Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry
- Knowledge of MSP, recent experience working with MSP desirable
- Good business writing and math skills
- Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite.
Nice To Haves
- Bilingual (English/Spanish) a plus.
Responsibilities
- Handles phone calls from customers according to department policies and procedures, applicable government and investor guidelines.
- Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns.
- Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines
- Initiate early delinquency contact with borrower to discuss the reason for the delinquency and determine the borrower’s financial ability, intent, and recommend appropriate retention solutions, when appropriate
- Assist with loan servicing website and mobile app payments, denied access and password resets
- Assist borrowers with late charge waiver requests and other loan maintenance requests
- Properly document each customer interaction in the MSP Mortgage Servicing System
- Perform follow-up and research tasks to ensure problem resolution
- Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing
- Complete daily work activities to meet operational requirements and goals
- Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.
- Other duties may be assigned.
Benefits
- Full Time Benefits including health, dental, vision, 401k, paid holiday, paid sick, and paid vacation.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
