This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4177721
The Mortgage Servicing Customer Care Representative answers a large
volume of customer service calls and assist customers with various other
requests and/or needs. The incumbent serves as a primary telephone
representative and shall remain pleasant and professional at all times,
while providing all necessary support services. The Mortgage Servicing
Customer Care Representative will remain knowledgeable and informed of
mortgage products and services in order to meet the individual needs of
the customer.
- Answer internal and external calls and work calls from the message
center and respond to customer requests within established timelines
in order to maintain service level expectations with regards to:
abandonment rate and the calls average-speed-to-answer rate.
- Verify caller identity through the authentication procedures set
forth by federal and/or state regulations. Provide information and
knowledgeable assistance regarding mortgage loans by retrieving
customer loan information quickly and efficiently.
- Follow escalation procedures to address customer concerns to
identify and report possible threats made towards the company and/or
other associates.
- Accurately track and document all communications with customers to
provide a detailed history of contact. Documentation should include
all pertinent information from conversation (s) as set forth by the
department policies and procedures.
- Research items and follow-up with customers in a timely manner. Work
with bank associates, prior mortgage companies or other mortgage
associates to obtain the necessary information. When applicable,
provide written responses to customer inquiries for general
documents, research requests, copies of file documents, etc.
- Build customer relationships by actively listening and resolving
complaints quickly, efficiently and accurately. Explain policies and
procedures courteously and patiently.
- Remain cognizant of opportunities to further strengthen the customer
relationship by identifying a potential need and referring the
customer to the appropriate division within the company.
- Participate in outbound call campaigns to include: welcome calls,
product service awareness, and various other company contact
efforts.