Customer Care Expert
Company: Select Portfolio Servicing
Posted on: November 22, 2021
Job DescriptionThe Customer Care Expert (CCE) is responsible for
delivering personalized service to the customer throughout the life
of the loan to solve customer inquiries and manage the customer
relationship throughout the default process in a call center
environment. The CCE will be the liaison between the customer and
any other mortgage operations' groups as necessary. In this role,
this person will act as the communication liaison to ultimately
resolve the customer's inquiry and/or delinquency.
1. Handle customer calls efficiently and effectively, while
providing exceptional customer service
2. Accurately and promptly execute transactions, such as billing
inquiries and account changes.
3. Identify customer needs through in-depth probing. Solve customer
problems using swift, sound judgments based on the facts of each
4. Resolve account delinquency by collecting past due payments as
5. Communicate loss mitigation options and decisions to
6. Obtain complete and accurate documentation from customers and
approved third parties.
7. Manage daily workflow within prescribed timeline and quality
metrics, if assigned a loan population
8. Complete affirmations prior to proceeding to foreclosure if
assigned a loan population.
1. Strong interpersonal skills: professional, courteous,
empathetic, level-headed, composed.
2. Excellent customer service and or sales skills. Loss Mitigation
and or Customer Service experience is preferred
3. Superior communication skills, in verbal and written
4. Effective listening, problem solving and negotiating
5. Basic computing skills, including mouse & keyboard usage,
launching programs, windows navigation.
6. Proven record of dependability with excellent time management
and the ability to self-manage.
7. Proven ability to handle stressful situations and effectively
manage a high volume workload. Willing to work in a call center
environment with heavy telephone customer interaction.
Keywords: Select Portfolio Servicing, Jacksonville , Customer Care Expert, Other , Jacksonville, Florida
Didn't find what you're looking for? Search again!