Customer Care Expert

Customer Care Expert (CCE)

The Customer Care Expert (CCE) is responsible for providing solutions via excellent personalized service and support in a courteous and professional manner to customers throughout the life of the mortgage account, during inbound and outbound telephone discussions. The CCE's primary responsibility is to resolve customer inquiries and delinquency, communicate information including regulatory and mandatory topics, enter information or tasks to facilitate required actions, and document outcomes in a call center environment. In this role, the CCE will act as the communication liaison between the customer and any other operations' groups, while ensuring compliance with all applicable rules and laws, as well as complying with the established Call Handling Policy and Procedures using state of the art technology.

Summary of Position:

• In office, full time position with the ability to work remotely if certain performance and attendance criteria is met
• Handle customer calls professionally, efficiently and effectively, by utilizing active listening skills, and providing timely and accurate information while delivering exceptional customer service
• Accurately and promptly execute transactions, such as payments, billing and account changes
• Identify customer needs through in-depth probing. Solve customer problems using swift, sound judgments and documented procedures based on the facts of each situation
• Explain financial and non-financial information effectively including Tax, Insurance and Escrow
• Resolve account delinquency by collecting payments as needed
• Communicate loss mitigation options and decisions to customers
• Exhibit and communicate sense of urgency in obtaining complete and accurate documentation from customers and approved third parties
• Adhere to assigned schedule including paid breaks and unpaid breaks for meals, training and meetings
• Work in a performance-based environment, with a call monitoring program to ensure compliance with applicable rules and laws, where expectations are to meet certain standards on a regular basis. Standards are established monthly based on the performance of the team

Position Requirements:

Interested candidates should have a High School diploma or equivalent. Customer Service or Loss Mitigation work experience is preferred. The candidate must possess the following skills and abilities.

• Strong interpersonal skills: professional, courteous, empathetic, level-headed, composed
• Able to work a full-time schedule, with regular and punctual attendance
• A proven record of timeliness and availability in assisting customers
• Excellent customer service and or sales skills
• Superior communication skills, organizes thoughts and facts to clearly communicate verbally and in writing. Ability to read, comprehend and communicate details to a customer
• Proven ability to multi-task, listen and type or talk and type notes
• Effective listening, problem solving and negotiating skills
• Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation. Ability to utilize PC, systems and software in completing all work
• Proven record of dependability with excellent time management and the ability to self-manage
• Work toward minimal guidance and supervision
• Proven ability to handle stressful situations and effectively manage a high-volume workload
• Willing to work in a call center environment with heavy customer interaction via telephone
• Proven ability to take feedback, instruction and follow rules

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