Customer Care Coordinator

As a Loan Servicing Associate, your role involves logging all borrower contacts into the loan servicing system and providing long-term resolutions to customers to resolve delinquency. You will be expected to proficiently use an autodialing system to maximize effectiveness and increase contact ratios. It is essential for you to make the prescribed number of contacts during your daily work schedule. Additionally, you should be familiar with customer relations functions and the services offered. You may also be assigned miscellaneous job-related duties by the department manager. Qualifications required for this position include strong customer service skills, fluency in English, and preferably an overall knowledge and experience in mortgage loan servicing. A graduate degree is preferred, while undergraduates must have at least 6 months of call center experience. The work schedule for this role requires you to be willing to work in US timings. The call center's hours of operation are Monday to Friday from 8:00am to 9:00pm EST, and on Saturdays from 8:00am to 5:00pm EST. Your shifts will fall within these timeframes. It is necessary for you to have a stable internet connection with a speed of over 50 Mbps while scheduled to work from home. You must also be based at the office location all the time while working remotely. The company follows a hybrid business model where employees are scheduled to work from the office and occasionally from home. During the initial training and production days, associates are required to work from the office until they consistently meet production/performance numbers for a minimum of 6 months. You should be flexible as scheduled shift changes and skill set adjustments may occur based on business needs, such as transitioning between customer service and customer resolutions roles.,