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Customer Contact Specialist

2 months ago


Titusville, United States BSI Financial Full time

We are looking to hire an enthusiastic Customer Contact Specialist to recover payments due on accounts delinquent 1-90 days and handle inbound calls. The Customer Contact Specialist will review accounts for recent activity and changes, ask probing questions to establish the borrower's ability to pay the debt, understand payment inquiries, and take steps to resolve the matter. The Customer Contact Specialist will need to use their ability to multitask by typing notes simultaneously while speaking to borrowers. To ensure success, the Customer Contact Specialist will need to be up to date with laws, regulations, policies, and procedures related to debt collection in the Mortgage industry. Required position trainings and certifications is provided to the employee. 11AM – 8PM (EST) and 2PM – 11PM (EST) What You Will Do Customer Communication -Making outbound collections calls in a professional manner while keeping and improving customer relations Customer Communication -Handling inbound customer service calls in a professional manner while keeping and improving customer relations Collecting payments- efficiently provide all payment options to customers- Mail, Pay by Phone, web payments Identify financial hardships attributing to account delinquency and take proper action to aid the borrower. Negotiate payment plans as needed Provide prompt follow up on payment arrangements Mail correspondence to encourage payment of delinquent accounts Make monthly outbound skip trace calls Maintain record of contacts and attempted contacts as well as details of conversations and arrangements in the required systems. Achieve daily call goals and phone availability Responsible for meeting legal requirements and following internal policies Respond to emails in a sensible professional manner Adhere to federal and state debt collection laws and regulations What We're Looking For Customer/Client Focus- must have excellent Active Listening skills Problem Solving/Critical thinking skills Time Management-Capability to multitask in fast paced environment Clear and Concise professional communication- Written and Verbal, Resilient with impolite clients Teamwork Orientation- but ability to work successfully on own initiative Strong typing skills Strong organizational skills Familiar with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt collection practices Patience and stress management Adaptable to change Strong Work Ethic This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanner, printer, and photocopiers. Ability to sit for extended periods of time is essential. Position Type and Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday, 08:00 a.m. to 05:00 p.m. in addition to one Saturday per month 8:00 am- 12:00 pm. Overtime may be required for business needs. Education and Experience High school diploma or equivalent required Knowledge of Microsoft Office and Google applications required Mortgage banking experience, preferred What’s in it for you? Competitive compensation and full benefits package include medical, dental, and vision. 100% company-paid life insurance and disability coverage 401K with company matching 17 days PTO (increases with tenure) and 9 company paid holidays Professional but fun, casual work environment and great team culture About BSI Financial

Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible.

BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies.

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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