Remote Customer care Jobs in Anaheim, CA

Overview

Customer Care Specialist

Position Summary : The Customer Care Specialist (CCS) is the primary point of contact for customers that have existing loans with New American Funding. The Customer Care Specialist is responsible for inbound 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. Customer Care Specialists participate in outbound calls regarding early-stage delinquency, Escrow, FEMA and Welcome calls. Customer Care Specialists will respond to inquiries, complaints and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). Specialists will coach borrowers in the best ways to keep their loan current by offering ACH, Bi-weekly payments and self-serve options using the Servicing Digital mobile and web applications. The goal being to find a resolution that fits each borrower's circumstance. The Specialist is expected to analyze verbal requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.

Location- Austin, TX (will consider remote if needed for bilingual agents ONLY

• )- must be able to work CST hours.

Training Schedule : 10am-7pm CST

Schedule after training is Monday - Friday (12 PM CST to 9 pm CST plus (1) floating sat a month from 10-2 pm CST).

Pay : $20 - $22 / hr. + Quarterly Performance Bonuses + OT (Full Time Benefits including health, dental, vision, 401k, paid holiday, paid sick, and paid vacation).

Responsibilities

Essential Duties and Responsibilities :

Qualifications

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience :

The ideal candidate should have (5+) years' 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.

Language Ability :

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability :

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability :

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills :

To perform this job successfully, an individual should have extensive knowledge of Black Knight’s Mortgage Servicing Platform (MSP), along with MS Word word-processing software; MS Excel spreadsheet software and Internet Explorer, and MS Outlook internet software.

Certificates and Licenses :

No certifications needed

Supervisory Responsibilities :

This job has no supervisory responsibilities.

Job Competencies :

Core Competencies :

To perform the job successfully, an individual should demonstrate the following competencies :

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 .

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