Customer Experience Specialist, I

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LoanCare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💸 Finance

👥 B2C

🏠 Real Estate

Finance • B2C • Real Estate

LoanCare is a company that specializes in the servicing of mortgage loans. It provides a range of services related to managing mortgage payments, customer service for loan holders, and loss mitigation strategies. LoanCare aims to support homeowners in maintaining their mortgage accounts effectively, ensuring timely payments and managing any potential financial challenges.

📋 Description

• Assist homeowners with routine or complex issues and requests in a call center environment • Use an advanced telephony system • Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues • Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service • Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations • Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues • Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently • Accurately track/document all communications with customers to provide a detailed history of contact • Assist with identifying root causes and explain the best solution to promptly resolve customer concerns • Achieve targeted individual and team-based performance goals monthly • Follow escalation procedures to address customer concerns requiring additional research/resources to resolve • Direct requests and unresolved issues to the designated resource • All other duties as assigned.

🎯 Requirements

• High School Diploma or equivalent required. • Knowledge of customer service principles and practices • Excellent communication skills • Strong attention to detail and accuracy • Problem-solving and problem analysis skills • 2 years of Call Center or Customer Service experience preferred • Basic mortgage product knowledge preferred

🏖️ Benefits

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance • Time Off: Paid holidays, vacation, and sick leave • Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans • Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being • Employee Recognition: Programs that celebrate achievements and milestones • Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.