Late-Stage Collections Specialist I
CarringtonCrisp
Bilingual Customer Service Specialist I
CarringtonCrisp
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $20 per hour
Job Level
Mid-LevelSenior
About the role
- Answer least complex incoming calls via an Automated Call Distribution system (ACD) from borrowers and third parties with inquiries about existing mortgage loans.
- Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.
- Refer more complex or complicated calls to qualified team member.
- Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.
- Track, follow-up and complete customer call backs to ensure inquiry resolution.
- Collect payments whenever necessary and appropriate.
- Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.
- Collaborate with supporting departments to resolve customer issues.
- Escalate issues and refer complex calls as appropriate.
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 to collaborate and explore alternative solutions.
- Ability to make decisions that have moderate impact on the immediate work unit.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
- Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
- Hours Monday-Friday.
