Customer Service Representative

2 weeks ago


Jacksonville, Florida, United States Select Portfolio Servicing Full time
Job Title: Customer Care Expert

The Customer Care Expert is a critical role at Select Portfolio Servicing, responsible for delivering exceptional customer service to our clients throughout the life of the loan. This position requires strong interpersonal skills, excellent customer service and sales skills, and the ability to effectively communicate with customers and internal stakeholders.

Key Responsibilities:
  • Handle customer calls efficiently and effectively, providing personalized service and resolving customer inquiries and issues.
  • Accurately and promptly execute transactions, such as billing inquiries and account changes.
  • Identify customer needs through in-depth probing and solve customer problems using swift, sound judgments based on the facts of each situation.
  • Resolve account delinquency by collecting past due payments as needed.
  • Communicate loss mitigation options and decisions to customers.
  • Obtain complete and accurate documentation from customers and approved third parties.
  • Manage daily workflow within prescribed timeline and quality metrics, if assigned a loan population.
  • Complete affirmations prior to proceeding to foreclosure, if assigned a loan population.
Requirements:
  • Strong interpersonal skills: professional, courteous, empathetic, level-headed, composed.
  • Excellent customer service and sales skills. Loss Mitigation and or Customer Service experience is preferred.
  • Superior communication skills, in verbal and written communication.
  • Effective listening, problem solving and negotiating required.
  • Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation.
  • Proven record of dependability with excellent time management and the ability to self-manage.
  • Proven ability to handle stressful situations and effectively manage a high volume workload.


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