Job Information
Arkansas Employer Mortgage Servicing Customer Care Representative- Bilingual in Lowell, Arkansas
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.