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    Customer Care Loan Servicing Phone Agent - Dallas, United States - Real Time Resolutions

    Real Time Resolutions
    Real Time Resolutions Dallas, United States

    3 weeks ago

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    Description

    **Customer Care Loan Servicing Phone Agent**

    Dallas, TX **Summary**

    As a Customer Solutions Professional (CSP) in our Servicing unit, you shall be responsible for providing extraordinary customer service while handling a wide variety of contacts (both verbal and in writing) and questions from customers regarding consumer loan account status. A CSP will also be responsible for meeting quality requirements generating revenue in order to achieve monthly goals by contacting customers and obtaining the best arrangements on past due accounts.

    **Essential Functions**

    Provide quality-driven, empathy-based customer service using a variety of contact methods to customers pre- and post-funding for several loan products, including helping with applications, servicing current and early-stage delinquent accounts, obtaining/negotiating payments, reviewing documents, and handling general servicing inquiries

    Assist and encourage customer in setting up auto pay and utilization of automatic clearing house payment methods to ensure customers stay current

    Handle a high volume of calls/emails/chats/texts in a fast-paced environment and ensure customers are served in a timely manner

    Provide remarkable customer service with empathy, problem solving, and mastery of products and services; leave customers better off than when you found them

    Communicate effectively with customers both verbally and in writing; document responses accurately in company systems.

    Responsible for all general servicing and support functions, including customer inquiries, collections, correspondence, research, problem resolution, taking payments and updating demographic data

    Ensure compliance in accordance with company guidelines and internal policies

    **Qualifications and Skills**

    High School Diploma

    Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

    Demonstrates interpersonal skills with ability to build rapport quickly

    Demonstrates strong organizational skills with the ability to prioritize workload and multi-task while maintaining strong attention to detail

    Goal driven and results oriented with strong negotiation skills

    Articulate and professional in all communications; Bilingual (English and Spanish) skills a plus

    Demonstrated ability to work in a fast-paced environment

    Demonstrates the ability to use sound judgement and discretion regarding confidential information

    Prior experience in customer service, collections and servicing preferred

    Experienced in guiding customers using technology tools and systems.

    Experience and Ability to handle dual monitors, using multiple programs and systems.

    Successfully completes regulatory and job training requirements.

    Private, quiet workspace or home office free from distraction

    Access to laptop or desktop with Microsoft Windows 10 Operating System

    Reliable high-speed internet (minimum 10MB download and upload speed); such as Cable or Fiber.

    Reliable smart phone or tablet that has the ability to download and run the Microsoft Authenticator App.

    **COVID-19 Precautions**

    All employees are required to wear a mask if they are unable to social distance onsite and common surfaces are sanitized regularly. Because RTR new hires may be required to be available for onsite training or as required by state regulators or clients to do work in a call center, they must be fully vaccinated for COVID-19 to ensure compliance with enhanced health and safety protocols, and to keep themselves and others safe and free from illness.

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