Customer Care Specialist (Bilingual preferred)
About The Position
The Customer Care Specialist answers borrower calls, verifies account information in the servicing system, and validates information in compliance with data privacy regulations. The role uses effective listening to identify borrower inquiries, follows scripted campaigns to determine the appropriate transfer workflow, and explains service options and resolutions to TMS borrowers and service providers such as brokers and correspondents. The specialist is expected to meet call performance targets, maintain service quality by following company protocols, provide information to supervisors when requested, and perform other assigned duties. The position is based in a casual office environment described as bright and colorful. The posting highlights three weeks of vacation in the first year, sick pay, health benefits beginning within 30 days, and an internal promotion process within six months. Bilingual ability is preferred.
Requirements
- Customer service experience in a customer call center is preferred.
- Ability to build rapport quickly and convert inquiries into appropriate transfers to departments or agents for resolution.
- Ability to handle a high volume of phone calls.
- Ability to multitask and manage time effectively.
- Effective written and verbal communication skills.
- Willingness to take personal responsibility for completing tasks and solving problems.
- Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Working knowledge of Windows 10 and Internet Explorer.
- High school diploma required.
- Bilingual ability is preferred.
Nice To Haves
- Customer service experience in a customer call center.
- Mortgage industry and/or financial services experience.
- Some college education.
- Bilingual ability.
Responsibilities
- Answer borrower calls and verify account information through the servicing system.
- Validate information in compliance with data privacy regulations.
- Identify borrowers’ requests or inquiries using effective listening skills.
- Follow and deliver scripted campaigns to determine the appropriate transfer workflow to departments.
- Meet daily, weekly, and monthly call performance targets and metrics, such as answer time and abandon rate.
- Maintain quality customer service by following company protocols.
- Explain service options and resolutions to TMS borrowers and service providers, including brokers and correspondents.
- Provide pertinent feedback or information to supervisors upon request.
- Perform other duties as assigned.
Benefits
- Three weeks of vacation during the first year.
- Sick pay.
- Health benefits beginning within 30 days.
- Internal promotion process within six months.
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
