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Customer Service Representative
Finance & Investment Industry Company
Chandler, AZ, United States
Job Details - this job has expired, please see similar jobs below
The Customer Service Representative II is responsible for handling in-bound calls from customers or third parties regarding all general servicing questions. The Customer Service Representative II will also make outbound calls and work directly with the borrower to determine the best possible method to permanently resolve delinquency by using a variety of collections and workout techniques. The position is responsible for using verbal and interpersonal skills to provide excellent customer service and knowledgeable responses to resolve customer calls.
ESSENTIAL JOB FUNCTIONS
1. Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances.
2. Responsible for prompt and accurate response to customer’s mortgage servicing questions and concerns.
3. Assists borrowers with late charge waiver and other loan maintenance requests.
4. Input data and verify information to process telephone draft payments.
5. Provide customers with information about company products and services to generate additional revenue through cross-sell/up-sell opportunities.
6. Properly document each customer interaction in the servicing system.
7. Explain loan payment histories using basic accounting and mathematical concepts and request corrections when necessary.
8. Perform follow-up and research tasks to ensure resolution.
9. Adhere to specific scheduling guidelines to ensure proper phone coverage.
10. Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets.
11. Make outbound calls to borrowers (most often using an automated dialing system) to assess their current financial situation.
12. Evaluate borrowers for full payment or workout options.
13. May skip-trace to find and collect on delinquent accounts.
14. Work with management team to identify problems and improve recovery efforts.
15. Other duties as assigned.
EDUCATION / EXPERIENCE REQUIREMENTS
A high school diploma or state accepted equivalency is required. Graduation from a 4-year college or university with major course work in a related discipline is preferred
Understanding of federal and state mortgage servicing requirements, standards and servicing processes preferred.