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Mortgage Loan Servicing Specialist
2 months ago
LoanCare is a leading national provider of mortgage loan subservicing, known for superior customer support and digital innovation. With over 30 years of experience, we manage over $300 billion in asset value.
Job SummaryWe are seeking a highly skilled Customer Experience Representative to join our team. As a key member of our customer service team, you will be responsible for delivering exceptional service to our customers, resolving issues, and providing solutions to meet their needs.
Key Responsibilities- Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
- Take ownership of the customer experience, as well as demonstrate attributes in accordance with the LoanCare brand experience expectations
- Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
- Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
- Accurately track and document all communications with customers to provide a detailed history of contact
- Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
- Achieve monthly individual and team-based targeted performance goals
- Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
- Direct requests and unresolved issues to the designated resource
- High School Diploma or equivalent required
- Two (2) years of Call Center or Customer Service experience preferred
- Knowledge of customer service principles and practices
- Excellent communication skills
- Attention to detail and accuracy
- Problem-solving skills and problem analysis
- Basic mortgage product knowledge preferred
- Competitive compensation
- On-the-job training to teach the foundations of mortgage loans
- Strong benefit package, including medical, vision, dental, and life insurance, 401(K), employee stock purchase plan, and paid parental leave
- Opportunity to grow your career
- Paid time off, including 2 weeks of vacation (pro-rated), 9 company-paid holidays, 3 personal choice days, and paid sick time
- Employee discount programs
- Tuition reimbursements
- LoanCare recognition program
- Volunteer program
