[Hiring] Customer Care Specialist II @New American Funding

Role Description

The Customer Care Specialist (CCS) is the primary point of contact for customers that have existing loans with New American Funding. The Customer Care Specialist is responsible for inbound calls regarding mortgage questions involving:

• Taxes
• Hazard insurance
• Escrow analysis
• Mortgage payments
• Principal curtailments
• Document copies
• Account balances
• Verification of mortgage
• Year-end tax information
• Methods of payment and payoffs

Customer Care Specialists participate in outbound calls regarding early-stage delinquency, Escrow, FEMA, and Welcome calls. They will respond to inquiries, complaints, and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). The goal is to find a resolution that fits each borrower's circumstance.

The Specialist is expected to analyze verbal requests, resolve inquiries related to mortgage loans, and route escalations to the appropriate department.

Responsibilities

• Handles phone calls from customers according to department policies and procedures.
• Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns.
• Ensures that borrower inquiries, disputes, and complaints are handled within specified timelines and CFPB Guidelines.
• Initiate early delinquency contact with borrowers to discuss the reason for delinquency and recommend appropriate retention solutions.
• Assist with loan servicing website and mobile app payments, denied access, and password resets.
• Assist borrowers with late charge waiver requests and other loan maintenance requests.
• Properly document each customer interaction in the MSP Mortgage Servicing System.
• Perform follow-up and research tasks to ensure problem resolution.
• Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing.
• Complete daily work activities to meet operational requirements and goals.
• Fully complies with all applicable mortgage industry laws, rules, regulations, and investor requirements.
• Other duties may be assigned.

Qualifications

• Billingual Spanish Required
• Knowledge of commonly used terminology, concepts, and practices within the mortgage industry.
• Knowledge of MSP, with recent experience working with MSP.
• Ability to meet all required performance standards.
• Must work well under pressure, meeting multiple and sometimes conflicting deadlines.
• Demonstrated ability to collaborate and work well with others.
• Excellent verbal and written communication and listening skills.
• Good business writing and math skills.
• Strong PC skills; proficient in MS Windows, MS Outlook, and MS Office Suite.
• Bilingual (English/Spanish) a plus.

Requirements

• 5+ years' experience in a mortgage servicing call center utilizing Black Knight’s Mortgage Servicing Platform (MSP).
• History of reliable attendance and ability to meet all required performance standards.
• Ability to work a schedule that includes some weekends.
• Must be able to pass background investigation.
• High school diploma or equivalent required; bachelor's degree preferred.

Benefits

• Pay: $20 - $24/hr. DOE.
• Quarterly bonus, shift differential, bilingual differential, and award programs.