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Location: West Palm Beach, FL, United States
Job ID: 1000340
Company:
To provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective and professional manner. Collect loan payments and resolve delinquent customer loans by leveraging retention and liquidation strategies. Manage customer contact through inbound call queues and outbound dialer campaigns. Adhere to investor servicing guidelines and internal policies and procedures.
JOB FUNCTIONS AND RESPONSIBILITIES:
Inbound and outbound calls for loans current month owing through foreclosure.
Effectively provide prompt, accurate and professional responses to customer inquiries
Successfully resolve inquiries regarding payments, escrow, loan terms etc.
Display active listening skills
Document loan activity in REALServicing system
Actively collect on past due payments
Establish payment arrangements and determine strategies to resolve delinquency
Foreclosure questions and concerns
Determine the reason for default
Counsel customers about consequences of delinquency
Maintaining service levels and call center performance metrics
Schedule Adherence
Dependability(attendance)
Payment Collection and Deal Production
Maintain efficient call handling Department statistics (e.g., have a general understanding of and interpret individual and/or team data)
Meet established Quality Assurance standards
Meet deadlines required for training on policies and regulations for the position
QUALIFICATIONS:
WORK SCHEDULE OR TRAVEL REQUIREMENTS
Shifts and Schedules: Our call center hours of operation are Monday – Friday 8:00am – 9:00pm, Saturday 8:00am – 5:00pm. Shifts will fall into those timeframes with all reps working a rotating Saturday (you will have 1 day off during the week of your rotating Saturday).
Scheduled shift changes as a result of business needs (associate must be flexible)