Coordinator, Customer Care Center – Service

JOB FUNCTIONS AND RESPONSIBILITIES

• Handle loan related customer inquiries over the loan servicing toll free telephone number for pre-foreclosure to delinquent accounts. Appropriately follows up with customers when commitments for payment are not met
• Logs all borrower contacts into the loan servicing system
• Offer long term resolutions to customers to resolve delinquency
• Proficient use of an autodialing system to maximize effectiveness and increase contact ratios
• Required to make the prescribed number of contacts during the daily work schedule
• Familiar with the customer relations functions and the services offered
• Perform miscellaneous job-related duties as assigned by the department manager

EDUCATION / EXPERIENCE

• This position requires strong customer service skills
• Must be fluent in English
• Overall knowledge and experience in mortgage loan servicing desirable but not required
• Graduate degree is preferred
• Undergraduates must have at least 6 months call center experience

WORK SCHEDULE OR TRAVEL REQUIREMENTS

• Must be willing to work in US timings
• Shifts and Schedules: Our call center hours of operation are Monday – Friday 8:00am – 9:00pm EST, and on Saturdays 8:00am – 5:00pm EST, shifts will fall into those timeframes.
• Associate must have stable internet connect (>50 MBS speed) while schedule to work from home and must be resided at the base location (Office site) all the time while working from home.
• We are currently on hybrid business model where employees will be scheduled to work from office and or at time work from home.
• Associated will be required to work from office for Training and initial production days till they start meeting production / performance numbers consistently - minimum 6 months
• Associate must be flexible as scheduled shift changes and skill set may be changed from Customer service to Customer resolutions and vice versa because of business needs.