Call Center Agent - Wallingford, United States - Capital For Change, Inc

Description

The Loan Servicing '
Call Center Agent' is responsible for the daily handling of customer service and collections activities, including but not limited to the answering of inbound phone calls, and placing outbound collection calls.

works under the supervision of the Call Center Supervisor to assist with the daily operations in the Default Management Division of the Loan Servicing Department.

1. Specific Responsibilities

• Maintains customer service relations by answering loan customer and client attorney telephone inquiries; provides pay off requests to attorneys, mortgage companies, and borrowers; provides written loan account information upon written request.
• Direct point of contact for C4C's clients, vendors, visitors, etc, via telephone communication as well as inperson contact in the main office lobby location (first floor of Wallingford).
• Assists in processes daily loan payments to ensure timely posting to the borrowers' accounts and deposit of daily transactions to the investors' bank accounts.
• Enters comments in the system upon completion of the Customer Service or Collectionrelated calls. Assists customers with issues regarding their online account access on C4C's website. Provides written loan account information upon written request
• Updates and maintains Stops, Flags and Warnings on the system for their area of responsibility.
• Daily collection calls for 2nd Mortgages and unsecured loans. Utilize all available skip tracing tools to locate borrower(s) whose contact information is inaccurate. Solicits payment(s) by phone and processes said payments utilizing LFN's 1time ACH functionality.
• Serves as intermediary between customers and the Loan Servicing Operations staff;
• Assists with other tasks as required to meet the daily operations and demands of C4C's Loan Servicing Call Center

2. Core Competencies

• Work related to mortgage loan servicing, collecting on past due payments, or other experience working in a customer servicerelated office specifically callcenter/customer service activities (min. 2 years).
• Familiarity with loan servicing terminology and practice, including investor, escrow, payoff, cashiering/ paymentprocessing, etc. Experience working in a teamoriented department that requires the daily tasks to be fulfilled in a timely manner.
• Computer Software: MS Word, Excel, Outlook, Benedict Group Inc Loans for.

NET (LFN) or similar window-based loan-servicing software.

• Basic bookkeeping.
• Must be fluent in English and Spanish and have the ability to communicate effectively both verbally and in written correspondence.
• Must have a thorough working knowledge of mortgage loan servicing and ability to interpret and adhere to State, Federal and mortgage insurer regulations; handle multiple tasks and manage workload independently; Strong aptitude for numbers; excellent analytical skills with a highlevel attention to detail; strong negotiating skills; strong interpersonal skills, with high degree of tact and diplomacy; excellent organizational skills; ability to handle confidential information; ability to work under pressure to meet deadlines; flexibility to adapt to changes in work place priorities; resourcefulness and ability to work independently as well as in a team environment.

3. Required Experience & Certifications

Education & Experience
High School Diploma required; some college preferred.


Certifications
None required.


Pay:
$ $23.25 per hour


Benefits:

• 401(k)
• 401(k)

matching

• Dental insurance
• Health insurance
• Onthejob training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Inperson

People with a criminal record are encouraged to apply


Language:

• Spanish (required)

Ability to Relocate:

• Wallingford, CT 06492: Relocate before starting work (required)

Work Location:
Hybrid remote in Wallingford, CT 06492