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Customer Relations Specialist

2 months ago

Tempe, United States Evergreen Home Loans Full time

We're searching for some really great people who enjoy customers as much as we do. Named as one of Puget Sound Business Journal’s Best Places to Work three years running, 2021, 2022 and 2023. We are a certified Great Place to Work and were named a Best Workplace in Financial Services and Insurance in 2021 and 2022. Wow happens every day at Evergreen. Our vision is centered on changing the world one relationship at a time. Discover what’s possible with Evergreen. We're looking to add people who feel the same way we do about our customers, our associates and the work we do. In return, you'll be part of a growing, contemporary company that rewards creative thinking and believes in helping you get to where you want to be. You'll also enjoy a healthy salary, a comprehensive benefits package and an attractive 401K plan to help you grow along with us Job Summary: The Customer Relations Specialist plays an important role in our loan servicing contact center by performing several activities supporting loan servicing functions and the needs of our internal and external customers. These activities include placing outbound and receiving inbound telephone calls as well as reviewing and sending written correspondence and electronic mail to and from customers. This role also performs loan system data entry and maintenance activities in our loan servicing. Additionally, using information found in our loan servicing systems, the Customer Relations Specialist research and answer inquiries, work to solve customer problems, request, and process loan payments, and offer assistance to homeowners experiencing financial difficulty. This position is also responsible for managing a queue of loans at risk of or in default to offer opportunities to resolve the delinquency. The role is primarily responsible, under direct to moderate supervision, for providing accurate, friendly, and efficient customer service/collections activities within agreed upon service levels and in compliance with guidelines established by investors, company, state, and federal regulations. Essential Duties and Responsibilities: Performs within established service levels and quality standards a variety of tasks related to customer communication and loan assistance including monitoring and responding to customer emails, answering incoming calls, placing outbound calls, and responding to customer voicemails. Research and resolve inquiries and collect and process payments for Customer Relations. Communicate with other internal departments and vendors about the status of loan transactions and/or borrower questions and open system tasks when required. Advocate for the customer’s needs and maintain internal and external customer relationships in a friendly and professional manner. Provide first call resolution by following department procedures and escalation protocol. Adhere to all customer identification verifications policies and procedures before providing information to individuals or third-party entities. Knowledge of programs available to assist borrowers in resolving delinquency. Understand required notifications, call attempts, inspections, and borrower responses during the default episode. Handle high volumes of incoming and outgoing calls following company procedures. Identify borrower challenges leading to the delinquency. Process payments, set up payment plans, offer applications, set response timelines, schedule call backs, and provide timely responses to borrower inquiries. Other duties as assigned. Performance Expectations: Perform all actions in accordance with the Mission, Vision, and Convictions of EHL. Provide a “WOW” experience and effectively communicate with associates, clients, partners, and vendors via phone, written communication and/or in person. Seek Feedback: Host regular and timely communication with associates and Manager. Perform work outside normal business hours (Monday – Friday 8am – 5pm PST) as needed. Be willing to assume additional responsibilities/duties/projects as they arise. Have strong organization skills, the ability to learn quickly, and accuracy/timeliness in completing tasks. Perform all actions in accordance with policies and procedures of the company. Expected to meet productivity guidelines of the position. Effectively use software specific for the position and Microsoft office products. Work well with other members of the EHL team and be willing to fill in when needed. Specific Skills/ Knowledge/ Abilities Required for Position: High school diploma or GED. 1-2 years in customer service/call center related field, minimum. Mortgage loan servicing experience, preferred. Intermediate skills in computer operation including word processing, spreadsheet, and specialty software (e.g., Microsoft Word, Excel, etc.) programs. Experience with Loan Servicing Systems, preferred. Strict adherence to work schedule times and deadlines. Detail oriented, organized, and flexible. Ability to thrive in a fast-paced, team-oriented environment. Exercise good judgment and strong character, motivated, hard working. Ability to work well with fellow associates, clients, and vendors. Physical Requirements: Ability to work in a fast-paced, occasionally noisy environment. May be required to drive for business purposes and if so, must hold a driver’s license in good standing and maintain personal auto insurance in compliance with EHL’s Auto Insurance policy. Must be able to speak and hear, lift and carry up to twenty-five pounds (25 lbs.) or occasionally more. Requires all forms of dexterity and mobility throughout the shift. Occasionally required to reach with hands and arms, sit climb or balance, stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral, depth perception and the ability to adjust focus. Benefits and Perks: Eligible associates (and their families) have the option to enroll in medical, dental, and/or vision coverage of which both the associate and the company contribute towards expenses. Basic Life/AD&D insurance for eligible associates as well as a Short-term Disability benefit are provided by Evergreen. Additional Voluntary Life/AD&D, Long-term Disability benefits and Legal/ID protection plans paid for by the associate are also available. Associates are automatically enrolled in Evergreen’s 401(k) plan. Personal Time Off (PTO) of up to 13.34 hours may be earned monthly and associates may enjoy 9 paid holidays each year. Paid voluntary day of work, company matching on charitable donations and mortgage loan benefit.

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