Experienced Customer Care Specialist – Mortgage Servicing Call Center
At careerzynith, we're dedicated to providing exceptional customer experiences that exceed our clients' expectations. As a Customer Care Specialist in our Mortgage Servicing Call Center, you'll play a vital role in ensuring that our customers receive prompt, accurate, and personalized support for their mortgage servicing needs. If you're passionate about delivering outstanding customer service, have a strong background in mortgage servicing, and are looking for a challenging and rewarding career opportunity, we encourage you to apply for this exciting role.
- *About careerzynith**
careerzynith is a leading provider of mortgage servicing solutions, dedicated to helping homeowners navigate the complexities of mortgage financing. Our team of experts is committed to delivering exceptional customer experiences, and we're always looking for talented individuals who share our passion for excellence.
- *Job Summary**
As a Customer Care Specialist, you'll be the primary point of contact for customers with existing loans at careerzynith. You'll be responsible for handling inbound calls regarding mortgage questions, participating in outbound calls for early-stage delinquency, Escrow, FEMA, and Welcome calls, and responding to inquiries, complaints, and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). You'll analyze verbal requests, resolve and answer inquiries related to mortgage loans, and route escalations to the appropriate department.
- *Responsibilities**
- Handles phone calls from customers according to department policies and procedures, applicable government and investor guidelines, and ensures prompt and accurate response to customer's mortgage servicing questions and concerns.
- 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.
- Assists with loan servicing website and mobile app payments, denied access, and password resets.
- Assists borrowers with late charge waiver requests and other loan maintenance requests.
- Properly documents each customer interaction in the MSP Mortgage Servicing 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.
- 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.
- *Qualifications**
- The ideal candidate should have at least 1+ years' experience in a mortgage servicing call center utilizing Black Knight’s Mortgage Servicing Platform (MSP).
- History of reliable attendance and ability to meet all required performance standards.
- 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.
- *Job Competencies**
- Ability to meet all required performance standards.
- 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.
- Excellent verbal and written communication and listening skills.
- Has knowledge of commonly used terminology, concepts, and practices and procedures within the mortgage industry.
- Knowledge of MSP, recent experience working with MSP desirable.
- 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.
- *Work Environment**
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually quiet to moderate.
- *Physical Demands**
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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 occasionally stoop, bend, kneel, crouch, reach, and twist; 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.
- *EOE/M/F/D/V. Drug-free workplace.**
- *Work Authorization**
- Must be able to verify identity and employment eligibility to work in the U.S.
- *Compensation and Benefits**
- Competitive hourly rate: $20 - $23 per hour.
- Quarterly performance bonuses.
- OT (Full-time benefits including health, dental, vision, 401k, paid holiday, paid sick, and paid vacation).
- *Why Join careerzynith?**
- Opportunity to work with a leading provider of mortgage servicing solutions.
- Collaborative and dynamic work environment.
- Competitive compensation and benefits package.
- Professional development and growth opportunities.
- Recognition and rewards for outstanding performance.
- *How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!
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