Customer Care Expert

The 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 customers inquiry and/or delinquency.

Principal Duties ---------------

1. Handle customer calls efficiently and effectively while providing exceptional customer service.
2. Accurately and promptly execute transactions such as billing inquiries and account changes.
3. Identify customer needs through in-depth probing.
4. Solve customer problems using swift sound judgments based on the facts of each situation.
5. Resolve account delinquency by collecting past due payments as needed.
6. Communicate loss mitigation options and decisions to customers.
7. Obtain complete and accurate documentation from customers and approved third parties.
8. Manage daily workflow within prescribed timeline and quality metrics if assigned a loan population.
9. Complete affirmations prior to proceeding to foreclosure if assigned a loan population.

Specifications --------------

1. Strong interpersonal skills, professional, courteous, empathetic, level-headed, and composed.
2. Excellent customer service and/or sales skills. Loss Mitigation and/or Customer Service experience is preferred.
3. Superior communication skills in verbal and written communication.
4. 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.
8. Willing to work in a call center environment with heavy telephone customer interaction.