Senior Technical Customer Care Specialist – Xtime
Cox Enterprises
ApacheCloud
Customer Service Specialist I
CarringtonCrisp
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $22 per hour
Job Level
Mid-LevelSenior
About the role
- Provide excellent customer service by answering a large volume of incoming and outbound calls regarding existing mortgage loans
- Handle least complex incoming calls and escalate more complex calls as appropriate
- Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution and compliance with applicable regulations
- Perform necessary steps to provide call resolution including setup and routing of process tasks and communication with supporting departments
- Track, follow-up and complete customer callbacks to ensure inquiry resolution
- Collect payments when necessary and appropriate
- Document call details, customer comments, and follow-up dates in the mortgage servicing system
- Perform duties in accordance with company policies, procedures and US state and federal laws
- Entry-level role in the job family, primarily handling inbound calls
Requirements
- High school diploma or equivalent work experience
- Customer service/call center experience preferred but not required
- Banking, Mortgage/Loan Servicing industry experience preferred but not required
- Bi-Lingual (Spanish) skillset preferred
- Knowledge of Fair Debt Collection Practices Act preferred
- Knowledge of relevant and industry-specific computer software packages preferred
- Basic negotiation skills
- Ability to understand problems and collaborate on alternative solutions
- Ability to make decisions with moderate impact on immediate work unit
- Ability to organize thoughts and express ideas orally, accurately and quickly
- Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy
- Hours Monday-Friday
