Customer Experience Specialist I - Onsite

Overview

LoanCare is now hiring full-time on-site customer service representatives starting rate $20.00/Hour. 

The shifts currently being offered are 10am-7pm EST w/ Rotating Saturdays or 11am - 8pm EST w/ Rotating Saturdays.

 

If you’re in the Virginia Beach area and looking for a new career, LoanCare is a great fit.  LoanCare’s headquarters are located at 3637 Sentara Way, Virginia Beach, VA 234521.

 

LoanCare, one of the leading national providers of full service subservicing and interim subservicing in the mortgage industry, seeks an individual with a history of progressive experience delivering service that exceeds expectations in a growing and inspiring industry. The ideal candidate will be a dynamic individual who rigorously advances our mission while consistently delivering exceptional service. If you possess presence and confidence in your ability to promote our core values of entrepreneurship and empowerment, now is the time to join our team and become a part of something big.

 

 

WHO WE ARE

 

About us …

LoanCare is a top national provider in mortgage loan subservicing. The Company has been servicing loans for over 30 years and are known for superior customer support and digital innovation. Over $300 billion in asset value is managed by the team. LoanCare is part of Fidelity National Financial (NYSE: FNF), a leading provider of title insurance and transaction services to the real estate and mortgage industries.

 

 

What Does Someone in this Role Actually Do?   

 

• Assist homeowners with routine or complex issues and requests, in a high volume call center environment - ranging from 50 to 100 calls per day.
• Use an advanced telephony system.
• Explain mortgage-based process information: escrow, taxes, payment application.
• Make decisions to resolve customer issues.
• Navigate and enter data on a computer platform.
• Provide exceptional customer service.

What You Will Need:

 

• Prior customer service experience. Call Center experience is highly preferred.  Bilingual  -English/Spanish is a plus
• Ability to provide excellent customer service and thrive in a high-volume call environment.
• Excellent communication skills, both verbal and written.
• Empathy and a strong desire to help others.
• Advanced computer and multi-tasking skills with the ability to talk and type at the same time while navigating multiple systems and screens.

Why You Will Love LoanCare:

• Competitive Compensation
• On-the-Job Training to teach the foundations of mortgage loans
• Strong Benefit Package - medical, vision, dental and life insurance; 401(K), employee stock purchase plan & paid parental leave
• Opportunity to Grow Your Career
• Paid Time Off – 2 weeks of vacation (pro-rated), 9 company paid holidays, 3 personal choice days and paid sick time.
• Employee Discount Programs
• Tuition Reimbursements
• LoanCare Recognition Program
• Volunteer Program

 

All new employees are required to complete a criminal background check and drug screening prior to on-boarding. Additionally, employment, education or other verification may be required as it relates to the position. This will be discussed at the time an offer is presented and cannot be completed without your consent. LoanCare remains in legal compliance with all client, local and federal requirements.

Responsibilities

 

• Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
• Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare brand experience expectations
• Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
• Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
• Accurately track and document all communications with customers to provide a detailed history of contact
• Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
• Achieve monthly individual and team based targeted performance goals
• Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
• Direct requests and unresolved issu