Call Center Representative

Job description

The Call Center Representative (CCR) is responsible for delivering personalized service to the customer throughout the life of the loan to solve customer inquiries and manage the customer relationship throughout the default process in a Call Center environment. The CCR will be the liaison between the customer and any other mortgage operations' groups as necessary. In this role, this person will act as the communication liaison to ultimately resolve the customer's inquiry and/or delinquency.

Current shift being filled: 10:00 AM to 7:00 PM

Able to work remotely after 90 days

Principal Duties:

• Handle customer calls efficiently and effectively, while providing exceptional customer service
• Accurately and promptly execute transactions, such as billing inquiries and account changes.
• Identify customer needs through in-depth probing. Solve customer problems using swift, sound judgments based on the facts of each situation.
• Resolve account delinquency by collecting past due payments as needed
• Communicate loss mitigation options and decisions to customers
• Obtain complete and accurate documentation from customers and approved third parties.
• Manage daily workflow within prescribed timeline and quality metrics, if assigned a loan population
• Complete affirmations prior to proceeding to foreclosure if assigned a loan population.

Specifications:

• Strong interpersonal skills: professional, courteous, empathetic, level-headed, composed.
• Excellent customer service and or sales skills. Loss Mitigation and or Customer Service experience is preferred
• Superior communication skills, in verbal and written communication
• Effective listening, problem solving and negotiating required.
• Basic computing skills, including mouse & keyboard usage, launching programs, windows navigation.
• Proven record of dependability with excellent time management and the ability to self-manage.
• Proven ability to handle stressful situations and effectively manage a high volume workload. Willing to work in a Call Center environment with heavy telephone customer interaction.

Click "Apply" for consideration!

Job Type: Full-time

Salary: From $17.31 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• West Valley City, UT 84119: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

Job Type: Full-time

Pay: From $17.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• No experience needed
• Under 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• Hybrid work

Work Location: Hybrid remote in Salt Lake City, UT 84115