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LoanCare · 1 month ago

Mortgage Call Center Representative - Remote

United States

Full-time

Remote

Entry Level

2+ years exp

LoanCare is a top national provider in mortgage loan subservicing. They are seeking a Customer Experience Specialist I to assist homeowners with various issues in a call center environment and provide exceptional customer service while maintaining performance metrics.

Financial Services

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

Qualification

Customer service principlesCall center experienceBasic mortgage knowledgeCommunicationProblem-solving skillsAttention to detailCritical thinkingActive listeningTime management