Call Center Representative

Job not on LinkedIn

🔥 21 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

📞 Call Center Representative

🚫👨‍🎓 No degree required

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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International Luxury Hotel Association

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

🤝 B2B

✈️ Travel

🏨 Hospitality

B2B • Travel • Hospitality

International Luxury Hotel Association is a global organization that serves the luxury hotel sector by promoting best practices, sustainability, and innovation in hospitality. It provides resources, networking opportunities, and educational programs to elevate the standard of luxury hospitality worldwide, fostering collaboration among industry stakeholders and encouraging a commitment to excellence.

📋 Description

• Answer incoming customer calls and resolve inquiries about the Company’s mortgage products and services • Work with customers to resolve mortgage delinquency and restore their financial standing whenever possible • Listen to customers, understand needs, identify root causes of non-payment, and guide customers toward resolution • Engage delinquent customers to complete financial actions to cure accounts through cash cure/payment when possible • Conduct financial conversations to assess ability and willingness to pay, build trust, encourage commitment, and explain paths forward • Provide guidance on products, services, repayment plans, forbearance, loan modifications, and liquidation alternatives in accordance with investor and agency guidelines • Educate borrowers on consequences of non-payment and secure commitments to resolve delinquency • Partner across teams to ensure customers receive answers and next steps • Maintain accurate documentation of customer interactions, repayment plans, account actions, and service activity • Navigate multiple servicing platforms and applications, including loan servicing systems, outbound dialer platforms, and skip-tracing • Assist other departments with call handling needs as call volume dictates • Deliver outcomes aligned with customer satisfaction, quality, productivity, cure rate, collections effectiveness, and portfolio health

🎯 Requirements

• High school diploma or equivalent required • Minimum of one year experience in a call center, collections, inside sales, customer service, or dispatch environment required • Strong focus on superior customer experience • Prior mortgage or financial services experience is a plus • Strong computer skills, including typing and navigating multiple systems simultaneously • Proficient knowledge of the Microsoft Office suite required • Exposure to chat, email, SMS, dialer tools, and AI is a plus • Strong communication skills for addressing sensitive financial situations, handling objections, resolving concerns, setting expectations, and securing commitments • Demonstrated problem-solving ability and a customer-first mindset • Ability to navigate difficult customer conversations with empathy and professionalism, including de-escalation and problem solving in high-stress interactions • Collections experience in a mortgage servicing environment is a plus • Proven ability to influence customer behavior, secure commitments, and drive payment outcomes • Must pass the Company’s Background Screening process prior to beginning employment • May be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable

🏖️ Benefits

• Competitive benefits • 401(k) with company match after 1 year • Paid holidays + 2 floating holidays + 1 volunteer day per year • 19 days of paid time off per year • Tuition assistance • Quarterly “Fun at Work” events • Opportunity for yearly merit increase in compensation • Training on AI-powered tools and workflows used in the contact center • Training on Lean Management System (LMS) principles including daily huddles, visual management, and continuous improvement practices • Defined career path and advancement opportunities • Internal mobility across business lines is actively encouraged • Medical, dental and vision coverage • Up to 3% match on 401(k) contributions • Company-paid life, accident and disability coverage • Programs for mental, physical and financial wellness