Mortgage Call Center Representative

Overview

We are seeking to fill the role of Customer Experience Specialist I. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.

Responsibilities

• Assist homeowners with routine or complex issues and requests in a call center environment • Use an advanced telephony system • Provide exceptional customer service, explain mortgage-based process information, and make  decisions to resolve customer issues • Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service • Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations • Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues • Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently • Accurately track/document all communications with customers to provide a detailed history of contact • Assist with identifying root causes and explain the best solution to promptly resolve customer concerns • Achieve targeted individual and team-based performance goals monthly • Follow escalation procedures to address customer concerns requiring additional • research/resources to resolve • Direct requests and unresolved issues to the designated resource • All other duties as assigned.

Qualifications

• High School Diploma or equivalent required. • Knowledge of customer service principles and practices • Excellent communication skills • Strong attention to detail and accuracy • Problem-solving and problem analysis skills

Desired Skills and Qualifications • 2 years of Call Center or Customer Service experience preferred

• Basic mortgage product knowledge preferred

About Remote Employment 

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.  

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Speaking – Communicate verbally with others to convey information effectively.
• Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
• Instructing – Teach others how to do something.
• Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Time Management – Manage one's own time and the time of others.
• Writing – Communicate effectively in writing as appropriate for the needs of the audience.
• Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Deductive Reasoning – Able to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity – Able to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Written Comprehension – Able to read and understand information and ideas presented in writing.
• Inductive Reasoning – Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Information Ordering – Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Near Vision – Able to see details at close range (within a few feet of the observer).
• Oral Comprehension – Able to listen and understand information and ideas presented through spoken words and sentences.
• Oral Expression – Able to communicate information and ideas verbally so others will understand.
• Speech Recognition – Able to identify and understand the speech of another person.
• Speech Clarity – Able to speak clearly so others can understand you.

Work Conditions 

Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.

Physical Demands

• Sitting up to 90% of the time
• Walking and standing up to 10% of the time
• Occasional lifting, stooping, kneeling, crouching, and reaching

Equal Employment Opportunity

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Who We Are

LoanCare is a top national provider in mortgage loan subservicing. For 40 years, LoanCare has been servicing loans for banks, credit unions, independent mortgage companies, and portfolio investors. LoanCare is part of Fidelity National Financial (NYSE: FNF), a Fortune 500 company and leading provider of title insurance and transaction services to the real estate and mortgage industries. For more information, visit loancare.com.