Mortgage Call Center Representative - Remote (12pm-9pm EST)

LoanCare • ,

7d • Remote

About The Position

We are seeking to fill the role of Customer Experience Specialist I. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners. LoanCare is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1.8 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry. LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law. Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Requirements

• High School Diploma or equivalent required.
• Knowledge of customer service principles and practices
• Excellent communication skills
• Strong attention to detail and accuracy
• Problem-solving and problem analysis skills

Nice To Haves

• 2 years of Call Center or Customer Service experience preferred
• Basic mortgage product knowledge preferred

Responsibilities

• Assist homeowners with routine or complex issues and requests in a call center environment
• Use an advanced telephony system
• Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues
• Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service
• Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations
• Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues
• Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently
• Accurately track/document all communications with customers to provide a detailed history of contact
• Assist with identifying root causes and explain the best solution to promptly resolve customer concerns
• Achieve targeted individual and team-based performance goals monthly
• Follow escalation procedures to address customer concerns requiring additional research/resources to resolve
• Direct requests and unresolved issues to the designated resource
• All other duties as assigned.

Benefits

• Optional medical, dental, vision, life, and disability insurance
• Paid holidays, vacation, and sick leave
• Fidelity National Financial matching 401(k) and employee stock purchase plans
• Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Programs that celebrate achievements and milestones
• Discounts on gym memberships, pet insurance, and employee purchasing programs
• Tuition reimbursement program that supports your continued education and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED