Customer Care Expert Jobs

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 customer's inquiry and/or delinquency.
Principal Duties

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

Specifications

• Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation.
• Effective listening, problem solving and negotiating required.
• Proven record of dependability with excellent time management and the ability to self-manage.
• Strong interpersonal skills: professional, courteous, empathetic, level-headed, composed.
• Superior communication skills, in verbal and written communication
• 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.
• Excellent customer service and or sales skills. Loss Mitigation and or Customer Service experience is preferred

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