Customer Experience Lead

Job Description

Job Description

Customer Experience Lead Job Description

Job Title: Customer Service Lead

Location: Addison

Hours: 9 :00 am – 6:00 pm M-F; 8:00 am – 12:00 pm Sat.

Summary: The Customer Experience Lead is the primary point of contact for customers that have existing loans with Click n’ Close, Inc. The Customer Experience Lead is responsible for inbound and outbound calls regarding mortgage questions involving taxes, hazard insurance (flood, PMI), escrow analysis, mortgage payments, principal curtailments, document copies, account balances, verification of mortgage, year-end tax information, methods of payment and payoffs (satisfactions). 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). The Lead 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 Lead is expected to analyze verbal and written requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.

Essential Duties and 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;

• Lead departmental staff. Provide guidance and effective training and cross-training to enhance efficiency and productivity of collections workflow and ensure that departmental objectives are met.
• Coach and counsel 10-12 team members to achieve desired performance results.

· Create, grade and maintain QC processes for internal processes

· Ensure team goals are attained. Devise and maintain effective reporting/monitoring mechanisms to ensure high productivity

· Assists borrower with late charge waiver requests and other loan maintenance requests;

· Properly documents each customer interaction in the Mortgage Servicing operating 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;

· Provide excellent customer service in a consistent and professional manner

· 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.

· Other duties may be assigned.

· Manages difficult or emotional customer situations

Job Competencies:

· 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;

· Must have demonstrated ability and skillset to provide exceptional customer service;

· Excellent verbal and written communication and listening skills;

· Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage servicing industry;

· Current knowledge of Mortgage Servicing operating systems and resources; LoanServ experience a plus

· Good business writing and math skills;

· Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite.

· Bilingual (English/Spanish) a plus.

· Must have strong communication skills

Education/Experience:

The ideal candidate will have (2+) years' experience in a Mortgage Servicing industry Customer Service Call Center; History of reliable attendance; Ability to work a schedule that includes some weekends; must be able to pass background investigation; High school diploma or equivalent required, bachelor's degree preferred.

Physical Demands:

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 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.

Work Authorization:

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

Job Type: Full-time

Job Type: Full-time

Experience:

· Mortgage Servicing Call Center: 2 years (Required)

· Minimum 1 year experience in a management /supervisory position desired. Preferably in a call center environment.

Education:

High school or equivalent (Required)

Language:

English

Bilingual (English/Spanish) a plus.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Click n’ Close, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.