Customer Experience Representative

1 week ago


Virginia Beach, Virginia, United States LoanCare Full time
About LoanCare

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 Summary

We are seeking a highly skilled Customer Experience Specialist 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 complex issues, and providing accurate information about mortgage-based processes.

Key Responsibilities:
  • Handle inbound and outbound calls from customers in a fast-paced environment, maintaining established performance metrics and delivering quality service.
  • Take ownership of the customer experience, demonstrating 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.
  • Achieve monthly individual and team-based targeted performance goals.
Requirements:
  • 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.
What We Offer:
  • 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.
Equal Employment Opportunity:

LoanCare, its affiliates, and subsidiaries are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity, or expression.



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