Servicing Specialist

Rocket Companies • Detroit, MI

1d

About The Position

As the Servicing Specialist, you'll represent the Rocket Brand to their clients. You'll reach out to serviced clients via phone calls and email to address their concerns. You'll strategically think outside the box to provide a plan and solution for clients to prevent default. The Servicing Specialist is also responsible for identifying process gaps and opportunities to support continuous improvement and automation in the business. About the role Ability to spot process gaps to ensure continued automation and process improvement in our business area Take incoming/outgoing phone calls while ensuring regulatory compliance Use a variety of outreach methods to communicate with clients such as phone (inbound/outbound calls), emails, text and chat Demonstrate exceptional listening skills as well as written and verbal communication skills, including email and chat, while displaying professionalism, understanding and empathy for clients’ individual needs and situations Assist with addressing servicing-related client concerns, including but not limited to questions on payment applications, payment arrangements and loan payoff processing Provide clarity and understanding to our clients and work with other teams to resolve issues or concerns Collect delinquent/late payments, working with clients to prevent charge-off while minimizing company and investor losses Draft and send collection emails Work closely with our servicing business partners to provide process improvements for a better client experience Consistently meet minimum production goal numbers and quality metrics

Requirements

• Minimum Qualifications
• 1 year of experience in a client-facing role
• Willingness to work a flexible work schedule including nights and weekends
• Solid communication, client service and time management skills
• Sense of urgency and strong focus on execution and follow through
• Detail-oriented team player who can multitask and handle workloads with deadlines
• Ability to work confidently and effectively with internal and external clients
• Ability to organize and prioritize work to allow handling more than one project at a time
• Demonstrated ability to negotiate
• Knowledge of servicing activities
• Proficiency in the Microsoft Office suite
• Strong problem-solving skills
• Strong analytical skills
• Ability to give and receive feedback

Nice To Haves

• Preferred Qualifications
• 1 year of experience in collections and default servicing
• 1 year call center experience or face-to-face client service role
• Ability to thrive in a high growth environment
• Strong knowledge of the personal lending industry
• Demonstrated continuous business process improvement

Responsibilities

• Represent the Rocket Brand to clients.
• Reach out to serviced clients via phone calls and email to address their concerns.
• Strategically think outside the box to provide a plan and solution for clients to prevent default.
• Identify process gaps and opportunities to support continuous improvement and automation in the business.
• Take incoming/outgoing phone calls while ensuring regulatory compliance
• Use a variety of outreach methods to communicate with clients such as phone (inbound/outbound calls), emails, text and chat
• Demonstrate exceptional listening skills as well as written and verbal communication skills, including email and chat, while displaying professionalism, understanding and empathy for clients’ individual needs and situations
• Assist with addressing servicing-related client concerns, including but not limited to questions on payment applications, payment arrangements and loan payoff processing
• Provide clarity and understanding to our clients and work with other teams to resolve issues or concerns
• Collect delinquent/late payments, working with clients to prevent charge-off while minimizing company and investor losses
• Draft and send collection emails
• Work closely with our servicing business partners to provide process improvements for a better client experience
• Consistently meet minimum production goal numbers and quality metrics

Benefits

• Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too!
• We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life.
• We are proud to offer eligible team members perks and health benefits that will help you have peace of mind.
• Simply put: We’ve got your back.
• Check out our full list of Benefits and Perks.

What This Job Offers

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