Customer Experience Specialist

  • LoanCare, A ServiceLink Company
  • Moon Township, PA 15108, USA
  • Feb 05, 2019
Full time Customer Service

Job Description

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. 

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

Minimum experience or requirements:

MINIMUM QUALIFICATIONS

  • High school diploma, general education degree or equivalent
  • 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