Customer Solutions Specialist III
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Job Description
Customer Solutions Specialist resolving complex customer inquiries and payment disputes for LoanCare, a national mortgage loan subservicer. Managing research, software analysis, payoff reporting, and client communications remotely.
Responsibilities:
- Process and evaluate information to handle customer and client inquiries
- Review consumer questions, complaints, tasks, and tickets daily
- Research and respond promptly to complex customer inquiries
- Track and report inquiries to the Supervisor and Manager
- Work with, test, and analyze software used for consumer requests
- Ensure software functions and performs as designed
- Collaborate with Client Relations on client inquiries
- Draft communications for internal and external parties
- Assist other Specialists as needed
- Assist the Supervisor with team training opportunities
- Review and resolve research inquiries and customer payment disputes
- Complete tasks accurately and efficiently
- Maintain client reporting payoffs and manage payoff workstations
- Handle complex projects and research items
- Communicate trends to management for process improvements
- Perform miscellaneous administrative functions
- Provide backup support for the Call Center when needed
- Perform other duties as assigned
Requirements:
- High School Diploma or equivalent required
- 5+ years of customer service experience, preferably within mortgage servicing or mortgage banking
- Strong knowledge of the mortgage lending/servicing industry
- Flexibility, organization, and ability to manage and prioritize daily assignments
- Ability to manage time and priorities wisely
- Ability to grasp concepts quickly, make sound decisions, and resolve issues
- Ability to work independently with minimal direction and meet deadlines
- Ability to collaborate with peers in a team environment
- Effective written, in-person, and telephone communication
- Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint
- Ability to maintain strict confidentiality
- Quiet, private home workspace
- High-speed internet connection with minimum download speed of 25 Mbps and upload speed of 10 Mbps
- Ability to work normal business hours and early, late, or weekend hours as needed
- Overtime required as necessary
Benefits:
- Optional medical, dental, vision, life, and disability insurance
- Paid holidays, vacation, and sick leave
- Matching 401(k) plan
- Employee stock purchase plan
- Mental health resources, including free Calm memberships
- Physical and emotional wellness initiatives
- Employee recognition programs
- Gym membership discounts
- Pet insurance discounts
- Employee purchasing programs
- Tuition reimbursement program
- Necessary equipment provided for remote work
- Flexibility to work remotely
- Virtual engagement and career growth resources
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