Customer Relations Call Center Agent

Essential Duties and Responsibilities

• Answer incoming calls, place approved outbound calls, respond to voicemails, and assist with customer electronic communications.
• Research and respond to customer inquiries using loan servicing systems, account notes, procedures, and approved resources.
• Receive and process payments and provide accurate information regarding loan balances, payment activity, escrow, account status, servicing activity, and available servicing options.
• Assist customers regarding delinquency, mortgage assistance, and loss mitigation, including providing information regarding available programs, application requirements, current status, and next steps in accordance with established procedures.
• Perform approved loan system data entry, documentation, account maintenance, and task management activities.
• Provide first-call resolution whenever possible and escalate matters requiring additional authority, specialized review, or licensing.
• Adhere to customer identification, privacy, information security, regulatory, quality, and customer service requirements.
• Meet established productivity, service level, attendance, and quality expectations.

Qualifications

• High school diploma or equivalent.
• Minimum 12 years of customer service or call center experience.
• U.S. mortgage servicing, mortgage banking, or financial-services call center experience strongly preferred.
• Experience supporting U.S. customers by telephone preferred.
• Strong spoken and written English communication skills.
• Ability to clearly explain account and financial information to customers.
• Strong computer skills with the ability to navigate multiple systems while assisting customers.
• Detail oriented with strong research, documentation, organization, and problem-solving skills.
• Ability to follow established procedures and recognize when escalation or additional authority is required.
• Ability to maintain confidentiality and appropriately handle customer information.
• Ability to work effectively in a fast-paced, high-volume call center environment.
• Ability to successfully complete provided mortgage servicing, systems, compliance, and customer service training.
• Ability to work scheduled hours supporting U.S. servicing operations.