Experienced Customer Care Specialist – Mortgage Servicing and Loan Support
At arenaflex, we're dedicated to providing exceptional customer experiences that exceed our clients' expectations. As a Customer Care Specialist, you'll play a vital role in delivering top-notch service to our customers, ensuring their mortgage servicing needs are met with professionalism, empathy, and expertise. If you're passionate about delivering outstanding customer experiences and have a knack for resolving complex issues, we want to hear from you!
About arenaflex
arenaflex is a leading provider of mortgage servicing solutions, dedicated to helping homeowners navigate the complexities of mortgage financing. With a commitment to innovation, customer satisfaction, and employee growth, we're shaping the future of mortgage servicing. Our team is passionate about delivering exceptional service, and we're looking for like-minded individuals to join our mission.
Job Summary
As a Customer Care Specialist, you'll be the primary point of contact for customers with existing loans at arenaflex. You'll handle inbound calls regarding mortgage questions, participate in outbound calls for early-stage delinquency, Escrow, FEMA, and Welcome calls, and respond to inquiries, complaints, and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). Your goal will be to find a resolution that fits each borrower's circumstance, ensuring a positive interaction with mortgage servicing.
Responsibilities
* Handle phone calls from customers according to department policies and procedures, applicable government and investor guidelines, and ensure prompt and accurate response to customer's mortgage servicing questions and concerns.
- Initiate early delinquency contact with borrowers to discuss the reason for the delinquency and determine the borrower's financial ability, intent, and recommend appropriate retention solutions, when appropriate.
- 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 comply with all applicable mortgage industry laws, rules, regulations, and investor requirements and CFPB Servicing Guidelines.
Qualifications
* At least 1+ year's 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.
Job Competencies
* Ability to meet all required performance standards.
- Must work well under pressure, meeting multiple and sometimes conflicting deadlines.
- Must have demonstrated ability to collaborate and work well with others.
- Must have demonstrated ability to achieve goals.
- Excellent verbal and written communication and listening skills.
- Knowledge of commonly used terminology, concepts, and practices and procedures within the mortgage industry.
- Knowledge of MSP, recent experience working with MSP desirable.
- Good business writing and math skills.
- Strong PC skills. Must be proficient in MS Windows, MS Outlook, and MS Office Suite.
- Bilingual (English/Spanish) a plus.
Work Environment
* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually quiet to moderate.
Physical Demands
* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to lift up to ten pounds.
- Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.
- VISION: See in the normal visual range with or without correction.
- HEARING: Hear in the normal audio range with or without correction.
EOE/M/F/D/V. Drug-free workplace.
Work Authorization
* Must be able to verify identity and employment eligibility to work in the U.S.
Compensation and Benefits
* Competitive hourly rate: $20 - $23 per hour.
- Quarterly Performance Bonuses.
- OT (Full Time Benefits including health, dental, vision, 401k, paid holiday, paid sick, and paid vacation).
How to Apply
If you're passionate about delivering exceptional customer experiences and have a knack for resolving complex issues, we want to hear from you! Apply now to join our team of dedicated professionals at arenaflex. Apply for this job