Analyst, Customer Care Center-Service

POSITION SUMMARY

The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual ensures delivery of a high-quality customer experience through effective communication, issue resolution, and adherence to service standards. The role contributes to operational efficiency, customer satisfaction, and compliance through informed decision-making and professional judgment.

JOB FUNCTION AND RESPONSIBILITIES:

• Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines.

• Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance.

• Assess, track, and resolve borrower complaints, applying judgment to determine appropriate resolution or escalation while ensuring effective closure.

• Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards.

• Achieve defined productivity and contact targets, balancing efficiency with accuracy and service quality expectations.

• Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions.

• Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks.

• Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness through proactive problem solving.

• Contribute to process optimization and continuous improvement initiatives by identifying opportunities to enhance service delivery and efficiency.

• Exercise discretion within defined governance frameworks and represent the organization in customer interactions with professionalism and sound judgment.

• Perform miscellaneous job-related duties aligned with role responsibilities as required by the department.

QUALIFICATION:

• Demonstrated customer service skills with the ability to manage customer interactions effectively.

• Fluent in English (verbal and written).

• Knowledge or experience in mortgage loan servicing preferred.

• Graduate degree preferred; undergraduate candidates must have at least 3-5 years of call center experience.

• Ability to utilize training, domain knowledge, and professional judgment to perform responsibilities independently and ensure high-quality outcomes.

• Strong communication, problem-solving, and interpersonal skills.

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

Scheduled shift changes because of business needs (associate must be flexible)