Mortgage Call Center Representative - Onsite

LoanCare•Virginia Beach, VA

12h•Onsite

About The Position

We are seeking to fill the role of Customer Experience Specialist I. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners

Requirements

High School Diploma or equivalent required.
Knowledge of customer service principles and practices
Excellent communication skills
Strong attention to detail and accuracy
Problem-solving and problem analysis skills

Nice To Haves

2 years of Call Center or Customer Service experience preferred
Basic mortgage product knowledge preferred

Responsibilities

Assist homeowners with routine or complex issues and requests in a call center environment
Use an advanced telephony system
Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues
Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service
Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations
Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues
Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently
Accurately track/document all communications with customers to provide a detailed history of contact
Assist with identifying root causes and explain the best solution to promptly resolve customer concerns
Achieve targeted individual and team-based performance goals monthly
Follow escalation procedures to address customer concerns requiring additional
Research/resources to resolve
Direct requests and unresolved issues to the designated resource
All other duties as assigned.