Salem- Call Center/ CRS/ Collections/Retention at Salem

Job Description

Our well known client is currently seeking a Early Stage Specialist responsible for answering customer inquiries, investigating customer accounts to correct any necessary errors regarding customer mortgages and performing collection activity on past due mortgage loans using specific procedures in a professional, helpful and timely manner. Essential Functions1. Answer routine questions regarding a variety of account issues, including but not limited to, escrow accounts, balance and payment inquiries, interest rate changes, missing payment inquiries, address changes, and tax reporting information, requests for payoff and others.2. Make outbound new customer calls as new loans board, utilizing available scripts and excellent customer service and collections skills3. Handle inbound and outbound calls to proactively collaborate with delinquent(3-29DPD) customers, third parties and attorneys.4. Understanding of government programs and GSE loan servicing requirements; particularly Fannie Mae. Adhere to stated timelines and government or agency regulatory and servicing requirements 5. Document all customer contact in accordance with established procedures.6. Complete a root cause analysis during customer phone calls to determine their ability to pay and their understanding of their financial situation.7. Analytical and critical thinking skills needed to dissect and resolve complex servicing related issues in a clear concise manner that a customer will understand 8. Ability to understand how to communicate difficult/sensitive information tactfully9. Ability to handle, resolve, defuse and escalate issues in a tactful manner10. Meet call center performance metrics as set out by his/her team lead to partner with team members and leadership to achieve business objectives and goals11. Must be able to accept coaching and development feedback and use it to improve the delivery of the service provided. 12. Make recommendations to management and asset specialists that simplify the customer experience and improve our delivery timelines. 13. Working knowledge of personal computers using Microsoft Word, Excel, and Outlook. Also, demonstrated ability to learn and proficiently utilize proprietary and vendor applicationsSpecial Requirements1. Willing to work off shift hours overtime, holidays and weekends as required by the business.Minimum Qualifications High School Diploma/GED Minimum of 3 months of call center experience Preferred1. Bilingual Spanish Preferred2. Collections experience

Job Requirements

 
Country: USA, State: Oregon, City: Salem, Company: Adecco.