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Customer Care Specialist
Position Summary: The Customer Care Specialist (CCS) is the primary point of contact for customers that have existing loans with New American Funding. The Customer Care Specialist is responsible for inbound calls regarding mortgage questions involving taxes, hazard insurance, escrow analysis, mortgage payments, principal curtailments, document copies, account balances, verification of mortgage, year-end tax information, methods of payment and payoffs. Customer Care Specialists participate in outbound calls regarding early-stage delinquency, Escrow, FEMA and Welcome calls. Customer Care Specialists will respond to inquiries, complaints and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). Specialists will coach borrowers in the best ways to keep their loan current by offering ACH, Bi-weekly payments and self-serve options using the Servicing Digital mobile and web applications. The goal being to find a resolution that fits each borrower's circumstance. The Specialist is expected to analyze verbal requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.
Location- Austin, TX or Remote- must be able to work CST hours.
Training Schedule: 10am-7pm CST
Schedule after training is Monday - Friday (12 PM CST to 9 pm CST plus (1) floating sat a month from 10-2 pm CST).
Pay: $20 - $23/hr. + Quarterly Performance Bonuses + OT (Full Time Benefits including health, dental, vision, 401k, paid holiday, paid sick, and paid vacation).
Responsibilities
Essential Duties and Responsibilities:
- Handles phone calls from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines;
- Initiate early delinquency contact with borrower to discuss the reason for the delinquency and determine the borrower’s financial ability, intent, and recommend appropriate retention solutions, when appropriate;
- Assist with loan servicing website and mobile app payments, denied access and password resets;
- Assist borrowers with late charge waiver requests and other loan maintenance requests;
- Properly document each customer interaction in the MSP Mortgage Servicing System;
- Perform follow-up and research tasks to ensure problem resolution;
- Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing;
- Complete daily work activities to meet operational requirements and goals;
- Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.
- Other duties may be assigned.
Qualifications
Education/Experience:
The ideal candidate should have at least (1+) years' experience in a mortgage servicing call center utilizing Black Knight’s Mortgage Servicing Platform (MSP). History of reliable attendance and ability to meet all required performance standards; Ability to work a schedule that includes some weekends; must be able to pass background investigation; High school diploma or equivalent required, bachelor's degree preferred.
Job Competencies:
- Ability to meet all required performance standards;
- Must work well under pressure, meeting multiple and sometimes conflicting deadlines;
- Must have demonstrated ability to collaborate and work well with others;
- Must have demonstrated ability to achieve goals;
- Excellent verbal and written communication and listening skills;
- Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry;
- Knowledge of MSP, recent experience working with MSP desirable;
- Good business writing and math skills;
- Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite.
- Bilingual (English/Spanish) a plus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet to moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.
EOE/M/F/D/V. Drug-free workplace.
Work Authorization:
Must be able to verify identity and employment eligibility to work in the U.S.
