Specialist, Customer Care Center Service

The job functions and responsibilities for this position include logging all borrower contacts into the loan servicing system. You will be expected to offer long-term resolutions to customers in order to resolve delinquency effectively. Utilizing an autodialing system proficiently to maximize effectiveness and increase contact ratios is crucial. It is mandatory to make the prescribed number of contacts during your daily work schedule. You should be familiar with customer relations functions and the services offered. Additionally, you may be required to perform miscellaneous job-related duties as assigned by the department manager. In terms of education and experience, this position requires strong customer service skills and fluency in English. While overall knowledge and experience in mortgage loan servicing is desirable, it is not mandatory. A graduate degree is preferred, and undergraduates must have at least 6 months of call center experience. Regarding work schedule and travel requirements, you must be willing to work in US timings. The call center operates from Monday to Friday between 8:00 am to 9:00 pm EST, and on Saturdays from 8:00 am to 5:00 pm EST. Your shifts will fall within these timeframes. It is essential to have a stable internet connection with a speed of over 50 Mbps when scheduled to work from home. You must reside at the base location (office site) at all times while working from home. The current business model is hybrid, meaning employees may be scheduled to work from the office or from home. Initially, associates will be required to work from the office for training and the initial production days until they consistently meet production/performance requirements, which is a minimum of 6 months. You should be flexible as scheduled shifts and skill sets may change from customer service to customer resolutions and vice versa based on business needs.,