RRemoteville
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Customer Care Specialist

Skills
Analytical SkillsCustomer InteractionDefaultsEscrowIdentity VerificationMicrosoft ExcelMortgage Insurance
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Bachelor’s Degree
  • Ability to build relationships and work closely in a team environment
  • Ability to understand customer issues and own any issue through resolution
  • Knowledge of Excel or spreadsheet equivalent experience
  • Knowledge of Microsoft Office
  • Knowledge of TCPA FDCPA and mortgage related CFPB guidelines preferred
  • Knowledge of tax escrow analysis mortgage insurance and hazard insurance is a plus
  • Experience with Salesforce or related platform is a plus

Nice to have

  • Analytical
  • Customer-focused
  • Detail-oriented
  • Team-oriented
  • Problem-solver

Day to day

  • Serve as the first point of contact for mortgage customers and handle incoming questions and requests with care and professionalism
  • Complete transaction support for loan activity including monthly payments loan modifications refinances and payoffs
  • Work closely with servicing teams to identify payment issues and borrowers at risk of default then help drive timely resolution
  • Document customer conversations accurately in the system of record and process payoff and mortgage verification tasks