Coordinator, Customer Care Center Service

Role Overview: As a Customer Service Representative in the loan servicing department, your primary responsibilities will include logging all borrower contacts into the loan servicing system, offering long-term resolutions to customers to resolve delinquency issues, utilizing an autodialing system effectively to increase contact ratios, making the prescribed number of daily contacts, and being familiar with customer relations functions and services offered. Additionally, you may be assigned miscellaneous job-related duties by the department manager. Key Responsibilities: - Log all borrower contacts into the loan servicing system - Provide long-term resolutions to customers to resolve delinquency - Utilize an autodialing system efficiently to increase contact ratios - Make the prescribed number of daily contacts - Be familiar with customer relations functions and services offered Qualifications Required: - Strong customer service skills - Fluent in English - Overall knowledge and experience in mortgage loan servicing (desirable but not required) - Graduate degree preferred; undergraduates must have at least 6 months of call center experience Additional Details: The work schedule for this position will require you to work in US timings. The call center operates Monday to Friday from 8:00 am to 9:00 pm EST, and on Saturdays from 8:00 am to 5:00 pm EST. You must have a stable internet connection (>50 MBS speed) while scheduled to work from home and must be located at the base location (office site) at all times while working remotely. The company follows a hybrid business model where employees may be scheduled to work from the office or from home. Initially, you will be required to work from the office for training and initial production days until you consistently meet production/performance targets, which is expected within the first 6 months. Please be prepared for scheduled shift changes and potential changes in skill set based on business needs, such as transitioning between customer service and customer resolutions roles.,