Customer Care Specialist

Overview:

Position Summary:

The Customer Care Specialist is the primary point of contact for customers that have existing loans with New American Funding. The Customer Care Specialist is responsible for inbound and outbound calls regarding mortgage questions involving taxes, hazard insurance, escrow analysis, mortgage payments, principal curtailments, document copies, account balances, verification of mortgage, year-end tax information, methods of payment and payoffs. The Specialist will receive inbound calls, mail, email and other borrower correspondence and will respond to inquiries, complaints and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). Specialists will coach borrowers on the best ways to bring their loan current through various repayment and workout options. The goal being to find a resolution that fits each borrower's circumstance. The Specialist is expected to analyze verbal and written requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.

Location- Austin, TX or Remote- must be able to work CST hours.

Training Schedule: 10am-7pm CST

Schedule after training is Monday - Friday (12 PM CST to 9 pm CST plus (1) floating sat a month from 10-2 pm CST).

Pay: $20 - $24/hr. + Quarterly Performance Bonuses + OT (Full Time Benefits including health, dental, vision, 401k, paid holiday, paid sick, and paid vacation).

Essential Duties & Responsibilities:

• Handles phone calls and correspondence from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines;
• Initiates "early delinquency" contact with borrower to discuss the reason for the delinquency and determine the borrower’s financial ability, intent and recommend appropriate retention solutions, when appropriate;
• Assists with loan servicing website payments, denied access and password resets;
• Assists borrower with late charge waiver requests and other loan maintenance requests;
• Properly documents each customer interaction in the MSP Mortgage Servicing System;
• Performs follow-up and research tasks to ensure problem resolution;
• Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing;
• Completes daily work activities to meet operational requirements and goals;
• Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.

Qualifications:

• Ability to work in a high volume, fast paced environment.
• Must work well under pressure, meeting multiple and sometimes conflicting deadlines.
• Must have demonstrated ability to collaborate and work well with others.
• Must have demonstrated ability to achieve goals.
• Excellent verbal and written communication and listening skills.
• Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry.
• Knowledge of MSP, with at least (1) years recent experience working with MSP.
• Good business writing and math skills.
• Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite.
• History of reliable attendance.
• Ability to work a schedule that includes some weekends.
• Bilingual (English/Spanish) a plus.

Desired Education/Experience:

• The ideal candidate should have (2+) years' experience in a Customer Service Call Center. Mortgage industry Call Center experience preferred.
• Must be able to pass background investigation.
• High school diploma or equivalent required, bachelor's degree preferred.
  
  

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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