Customer Care Representative

JOB FUNCTIONS AND RESPONSIBILITIES Handle loan related customer inquiries over the loan servicing toll free telephone number for pre-foreclosure to delinquent accounts. Appropriately follows up with customers when commitments for payment are not met Logs all borrower contacts into the loan servicing system Offer long term resolutions to customers to resolve delinquency Proficient use of an autodialing system to maximize effectiveness and increase contact ratios Required to make the prescribed number of contacts during the daily work schedule Familiar with the customer relations functions and the services offered Perform miscellaneous job-related duties as assigned by the department manager EDUCATION / EXPERIENCE This position requires strong customer service skills Must be fluent in English Overall knowledge and experience in mortgage loan servicing desirable but not required Graduate degree is preferred Undergraduates must have at least 6 months call center experience WORK SCHEDULE OR TRAVEL REQUIREMENTS Must be willing to work in US timings Shifts and Schedules: Our call center hours of operation are Monday – Friday 8:00am – 9:00pm EST, and on Saturdays 8:00am – 5:00pm EST, shifts will fall into those timeframes. Associate must have stable internet connect (>50 MBS speed) while schedule to work from home and must be resided at the base location (Office site) all the time while working from home. Currently on hybrid business model where employees will be scheduled to work from office and or at time work from home. Associated will be required to work from office for Training and initial production days till they start meeting production / performance numbers consistently - minimum 6 months Associate must be flexible as scheduled shift changes and skill set may be changed from Customer service to Customer resolutions and vice versa because of business needs.

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