Customer Care Expert
Job DescriptionThe Customer Care Expert (CCE) is responsible for delivering personalized service to the customer throughout the life of the loan to solve customer inquiries and manage the customer relationship throughout the default process in a call center environment.
The CCE will be the liaison between the customer and any other mortgage operations' groups as necessary.
In this role, this person will act as the communication liaison to ultimately resolve the customer's inquiry and/or delinquency.
Principal Duties:
1.
Handle customer calls efficiently and effectively, while providing exceptional customer service2.
Accurately and promptly execute transactions, such as billing inquiries and account changes.
3.
Identify customer needs through in-depth probing.
Solve customer problems using swift, sound judgments based on the facts of each situation.
4.
Resolve account delinquency by collecting past due payments as needed5.
Communicate loss mitigation options and decisions to customers6.
Obtain complete and accurate documentation from customers and approved third parties.
7.
Manage daily workflow within prescribed timeline and quality metrics, if assigned a loan population8.
Complete affirmations prior to proceeding to foreclosure if assigned a loan population.
Specifications:
1.
Strong interpersonal skills:
professional, courteous, empathetic, level-headed, composed.
2.
Excellent customer service and or sales skills.
Loss Mitigation and or Customer Service experience is preferred3.
Superior communication skills, in verbal and written communication4.
Effective listening, problem solving and negotiating required.
5.
Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation.
6.
Proven record of dependability with excellent time management and the ability to self-manage.
7.
Proven ability to handle stressful situations and effectively manage a high volume workload.
Willing to work in a call center environment with heavy telephone customer interaction.
recblid gbzjiq6zxuskrkpsq8sm09b6mehnx7 Recommended Skills Active Listening Billing Call Centers Communication Confident And Emotionally Stable Courtesy Estimated Salary: $20 to $28 per hour based on qualifications.
The CCE will be the liaison between the customer and any other mortgage operations' groups as necessary.
In this role, this person will act as the communication liaison to ultimately resolve the customer's inquiry and/or delinquency.
Principal Duties:
1.
Handle customer calls efficiently and effectively, while providing exceptional customer service2.
Accurately and promptly execute transactions, such as billing inquiries and account changes.
3.
Identify customer needs through in-depth probing.
Solve customer problems using swift, sound judgments based on the facts of each situation.
4.
Resolve account delinquency by collecting past due payments as needed5.
Communicate loss mitigation options and decisions to customers6.
Obtain complete and accurate documentation from customers and approved third parties.
7.
Manage daily workflow within prescribed timeline and quality metrics, if assigned a loan population8.
Complete affirmations prior to proceeding to foreclosure if assigned a loan population.
Specifications:
1.
Strong interpersonal skills:
professional, courteous, empathetic, level-headed, composed.
2.
Excellent customer service and or sales skills.
Loss Mitigation and or Customer Service experience is preferred3.
Superior communication skills, in verbal and written communication4.
Effective listening, problem solving and negotiating required.
5.
Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation.
6.
Proven record of dependability with excellent time management and the ability to self-manage.
7.
Proven ability to handle stressful situations and effectively manage a high volume workload.
Willing to work in a call center environment with heavy telephone customer interaction.
recblid gbzjiq6zxuskrkpsq8sm09b6mehnx7 Recommended Skills Active Listening Billing Call Centers Communication Confident And Emotionally Stable Courtesy Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
