Customer Care Representative

JOB FUNCTIONS AND RESPONSIBILITIES

Handle loan related customer inquiries over the loan servicing toll free telephone number for pre-foreclosure to delinquent accounts. Appropriately follows up with customers when commitments for payment are not met

Logs all borrower contacts into the loan servicing system

Offer long term resolutions to customers to resolve delinquency

Proficient use of an autodialing system to maximize effectiveness and increase contact ratios

Required to make the prescribed number of contacts during the daily work schedule

Familiar with the customer relations functions and the services offered

Perform miscellaneous job-related duties as assigned by the department manager

EDUCATION / EXPERIENCE

This position requires strong customer service skills

Must be fluent in English

Overall knowledge and experience in mortgage loan servicing desirable but not required

Graduate degree is preferred

Undergraduates must have at least 6 months call center experience

WORK SCHEDULE OR TRAVEL REQUIREMENTS

Must be willing to work in US timings

Shifts and Schedules : Our call center hours of operation are Monday – Friday 8 : 00am – 9 : 00pm EST, and on Saturdays 8 : 00am – 5 : 00pm EST, shifts will fall into those timeframes.

Associate must have stable internet connect (>

50 MBS speed) while schedule to work from home and must be resided at the base location (Office site) all the time while working from home.

Currently on hybrid business model where employees will be scheduled to work from office and or at time work from home.

Associated will be required to work from office for Training and initial production days till they start meeting production / performance numbers consistently - minimum 6 months

Associate must be flexible as scheduled shift changes and skill set may be changed from Customer service to Customer resolutions and vice versa because of business needs.