Mortgage Customer Service Representative - Remote (12-9 EST)

Overview

This is a 100% remote position.  3 Weeks of Corporate Training, and 2 weeks of Nesting.

• $20.00 hour 
• Shift Differential for 12-9pm EST shift
• Bilingual Incentive for Fluent Spanish Speakers

 

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.

 

 

Are you an experienced Customer Service professional motivated to leverage a customer centric approach to assist home owners in a highly visible position?  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.

 

 

A DAY IN THE LIFE

 

In this role, you will…

 

* You will be required to be present for the entire training period, Video participation required daily during training.  No time off will be permitted during training. *

• 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
• Make decisions to resolve customer issues
• Navigate and enter data on a computer platform
• Provide exceptional customer service

Responsibilities

• Assist homeowners with routine or complex issues and requests in a call center environment • Use an advanced telephony system • Provide exceptional customer service, explain mortgage-based process information, and make  decisions to resolve customer issues • Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service • Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations • Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues • Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently • Accurately track/document all communications with customers to provide a detailed history of contact • Assist with identifying root causes and explain the best solution to promptly resolve customer concerns • Achieve targeted individual and team-based performance goals monthly • Follow escalation procedures to address customer concerns requiring additional • research/resources to resolve • Direct requests and unresolved issues to the designated resource • All other duties as assigned.

Qualifications

• High School Diploma or equivalent required. • Knowledge of customer service principles and practices • Excellent communication skills • Strong attention to detail and accuracy • Problem-solving and problem analysis skills

 

Desired Skills and Qualifications • 2 years of Call Center or Customer Service experience preferred

• Basic mortgage product knowledge preferred

 

About Remote Employment 

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.  

 

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

 

 

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of