
Coordinator, Customer Care Center
5 days ago
**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.
- We are 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.
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