Senior Customer Service Specialist

Answer the more complex incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans. Deliver accurate and timely information to callers in a courteous and professional manner, with first-call resolution in all but the most complex issues and in compliance with all applicable regulations. Refer more complex or complicated calls to qualified team member. Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments. Track, follow-up and complete customer call backs to ensure inquiry resolution. Collect payments whenever necessary and appropriate. Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system. Research and resolve a wide variety of customer questions/issues. Resolves and/or addresses complex customer problems or questions. Perform other duties as assigned. Requirements High school diploma or equivalent work experience Three (3) to four (4) years’ customer service/call center experience in a high volume telephone contact environment Three (3) years or more Mortgage Loan Servicing industry experience Soft Skills Courteous Communication Professionalism Follow‑Up Skills #J-18808-Ljbffr