Customer Experience Specialist I – Work From Home

ID 2021-1757
Job Locations
US
Category
Customer Service/Support
Type
Full Time

Overview

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…

 

  • Assist homeowners with routine or complex issues and requests, in a call center environment
  • 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

 

 

WHO YOU ARE

 

 

You possess …

 

  • Enjoy speaking to customers over the phone
  • Understanding of mortgage servicing: escrow, taxes, payment application
  • Desire to help your peers, your team, and all around you because you are highly driven and lead by example
  • Analytical ability to apply data and information to all processes and solutions
  • Ability to provide consistent engagement in customer and brand experience

 

 

WHO WE ARE

 

 

About us …

 

LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.

 

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

 

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

 

 

 

WORK FROM HOME

 

 

About remote employment …

 

LoanCare, a ServiceLink Company, provides virtual training and support so employees working from home can be successful.  You will never be alone on your journey as you will connect through Teams video chat, so that you remain engaged and form relationships with your leadership team and coworkers.  We offer online/remote Training, which is both dynamic and interactive, so you get the most out of the training opportunities.  Our Training department also offers a large number of free on-demand online training courses that you can take to help you grow and expand your skills and knowledge.

 

As an added benefit for Remote Employees, we offer exciting engagement opportunities, such as fitness classes, contests and fun seminars/learning activities that you can participate in from the comfort of your own home.

 

We provide all of the necessary equipment; all you need to provide 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.  Remote employees will be required to sign a Telecommuting Agreement in addition to the job description.

Responsibilities

DETAILED JOB DUTIES

 

 

  • 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 issues to the designated resource
  • All other duties as assigned

Qualifications

MINIMUM QUALIFICATIONS

 

 

  • High School Diploma or equivalent required
  • Two (2) years of Call Center or Customer Service experience preferred
  • Knowledge of customer service principles and practices
  • Excellent communication skills
  • Attention to detail and accuracy
  • Problem-solving skills and problem analysis
  • Basic mortgage product knowledge preferred

 

 

WORK CONDITIONS

 

 

Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.

 

ESSENTIAL FUNCTIONS

 

 

Overtime – Required as necessary

 

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

 

Reading Comprehension — Understanding 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 composition, and grammar.

 

Speaking — Talking to others to convey information effectively.

 

Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

 

Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

 

Instructing — Teaching others how to do something.

 

Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

 

Time Management — Managing one's own time and the time of others.

 

Writing — Communicating effectively in writing as appropriate for the needs of the audience.

 

Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

 

Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

 

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

 

Written Comprehension — The ability to read and understand information and ideas presented in writing.

 

Inductive  Reasoning  —  The  ability  to combine  pieces  of  information  to form  general  rules  or  conclusions  (includes  finding  a relationship among seemingly unrelated events).

 

Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

 

Near Vision — The ability to see details at close range (within a few feet of the observer).

 

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

 

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

 

Speech Recognition — The ability to identify and understand the speech of another person.

 

Speech Clarity — The ability to speak clearly so others can understand you.

 

 

PHYSICAL DEMANDS

Sitting up to 95% of time

Walking up to 5% of time

Occasional standing, stooping, kneeling, crouching and reaching

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