Customer Service Specialist II

The Customer Service Specialist II will be responsible for providing excellent customer service by answering a large volume of incoming calls and third party inquiries regarding existing real estate mortgage loans primarily handling inbound calls and outbound calls to borrowers due for current month. Resolve customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

The Customer Service Specialist II level is the intermediate level role in the job family and generally handles moderately complex inbound calls and/or escalated calls from other Customer Service employees; escalates the most complex call as appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer moderately 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, with first-call resolution in most situations and in compliance with all applicable regulations.
• Refer highly 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.
• Perform other duties as assigned.

Job Requirements:

• Knowledge of Fair Debt Collection Practices Act required.
• 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.

QUALIFICATIONS:

• High school diploma or equivalent work experience.
• One (1) to three (3) years’ customer service/call center experience in a high volume telephone contact environment.
• One (1) year or more Mortgage Loan Servicing industry experience.
• Bi-Lingual (Spanish) skillset preferred.
• Hours Monday-Friday 9:30am – 6:30pm.

EEO/AAP Employer

PI161457414