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Customer Service Advocate
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 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.
- 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.
- 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.
Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late, or weekend hours as needed for successful job performance. Overtime required as necessary.
