Mortgage Customer Care Specialist

Job Title: Mortgage Customer Care Specialist

Job Type: Full Time

Grade: H2

Function/Department: Servicing

Reporting to: Team Leader -Operations

Pay Range: XXXXX

Role Description: Working under the direction of the Call Center Supervisor, the Customer Service Representative plays a pivotal role in addressing incoming customer calls concerning reverse mortgage products and servicing matters. As the initial and principal point of contact for customers, the Customer Service Rep will route calls to appropriate service personnel for comprehensive support and information. Building strong rapport with customers, responding to fundamental inquiries, and ensuring the completion of requested documentation and actions are key responsibilities aimed at delivering exceptional customer satisfaction.

Roles & Responsibilities

• Respond to internal, external, and Message Center calls promptly, meeting established timelines to meet service level expectations regarding call handling time and calls per hour.
• Offer information and expert assistance regarding reverse mortgage loans by swiftly retrieving basic loan details and providing customers with accurate information.
• When required, guide and direct customers to specialized servicing personnel for more specific needs (e.g., SPOCs).
• Accurately obtain and verify customer information.
• Foster customer relationships by actively listening and promptly resolving complaints with precision and efficiency.
• Conduct research and follow up with customers in a timely manner, collaborating with other mortgage associates to gather the necessary information.
• Follow up on escalated calls to ensure customer satisfaction.
• Patiently and courteously explain policies and procedures when necessary.
• Provide written responses to customer inquiries as required.
• Ensure appropriate handling of customer questions and concerns, escalating issues to the next level when needed.
• Uphold the RMS Mission Statement.
• Maintain a high level of cooperation and rapport with all other company associates to ensure accurate and efficient operations and service.

Expected/Key Results

• XXXXX

Preferred Educational Qualifications

• High School diploma or general education degree (GED) required, Bachelor’s Degree preferred

Preferred Work Experience

• A minimum of 6 months to 1 year of customer service experience in a professional service environment. This experience should ideally include work in a call center, where patience, compassion, exceptional listening skills, and a deep understanding of our customer base, such as in the medical or life insurance sector, were crucial.
• Customer service experience working with individuals aged 62 and older is highly desirable.
• Prior experience in mortgage servicing is a preferred qualification.
• Previous experience in a call center setting is also preferred.

Competencies & Skills

• Maintain a consistently friendly, courteous, patient, respectful, compassionate, and helpful professional demeanor when interacting with customers.
• Demonstrate excellent interpersonal skills, including appropriate telephone etiquette, as well as strong listening and verbal communication abilities.
• Possess proficiency in using personal computers, the Internet, calculators, fax machines, printers, and other office equipment.
• Exhibit effective time management skills, ensuring punctuality, on-site presence, and regular attendance.
• Collaborate effectively with team members and colleagues in a cooperative manner.
• Deliver warm and attentive customer service, with the ability to adapt and address customer inquiries and concerns effectively.
• Capable of multitasking and working independently, even in high-pressure environments.
• Be adaptable to rotating job tasks and managing multiple and changing priorities, including prioritizing and following up on them.
• Demonstrate strong problem-solving skills.
• Ability to read and comprehend documents such as policy and procedure manuals, safety guidelines, and operating and maintenance instructions.
• Capable of speaking effectively in front of groups of customers or organization employees.
• Proficiency in basic mathematical functions, including addition, subtraction, multiplication, and division using whole numbers, fractions, and decimals.