Customer Care Specialist II

Position: Customer Care Specialist II

Location: Austin, TX

Position Summary:

The Customer Care Specialist is the primary point of contact for customers that have existing loans with New American Funding. The Customer Care Specialist is responsible for inbound and outbound 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. The Specialist will receive inbound calls, mail, email and other borrower correspondence and will respond to inquiries, complaints and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). Specialists will coach borrowers on the best ways to bring their loan current through various repayment and workout options. The goal being to find a resolution that fits each borrower's circumstance. The Specialist is expected to analyze verbal and written requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.

Responsibilities:

• Handles phone calls and correspondence from customers according to department policies and procedures, applicable government and investor guidelines. 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;
• Initiates "early delinquency" contact with borrower to discuss the reason for the delinquency and determine the borrowers financial ability, intent and recommend appropriate retention solutions, when appropriate;
• Assists with loan servicing website payments, denied access and password resets;
• Assists borrower with late charge waiver requests and other loan maintenance requests;
• Properly documents each customer interaction in the MSP Mortgage Servicing System;
• Performs 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;
• Completes daily work activities to meet operational requirements and goals;
• Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.
• Other duties may be assigned.

Qualifications:

• Handles phone calls and correspondence from customers according to department policies and procedures, applicable government and investor guidelines. 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;
• Initiates "early delinquency" contact with borrower to discuss the reason for the delinquency and determine the borrowers financial ability, intent and recommend appropriate retention solutions, when appropriate;
• Assists with loan servicing website payments, denied access and password resets;
• Assists borrower with late charge waiver requests and other loan maintenance requests;
• Properly documents each customer interaction in the MSP Mortgage Servicing System;
• Performs 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;
• Completes daily work activities to meet operational requirements and goals;
• Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.
• Other duties may be assigned.

Desired Education/Experience:

• High School Diploma or equivalent required.
• Two or more years’ experience in a Customer Service Call Center.
• Mortgage Servicing Call Center Experience preferred
• Knowledge of MSP is highly preferred

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

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.]

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Night shift
• Weekends

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Preferred)
• Call center: 2 years (Required)
• Mortgage servicing: 2 years (Preferred)
• Banking: 2 years (Preferred)

Language:

• Spanish (Preferred)

Shift Availability:

• Night Shift (Required)

Work Location:

• One location

Communication method(s) used:

• Email
• Phone
• Chat

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Detail-oriented -- would rather focus on the details of work than the bigger picture
• High stress tolerance -- thrives in a high-pressure environment