The Customer Resolutions agent will provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective, and professional manner.

- Assist customer queries, collect loan payments, and resolve delinquent customer loans by leveraging retention and liquidation strategies.

- Manage customer contact through inbound call queues and outbound dialer campaigns. Adhere to investor servicing guidelines and internal policies and procedures.

- Display effective collection techniques, call handling skills, and negotiate with confidence to obtain delinquency resolution.

- Provide accurate and relevant information to the customer.

- Inbound and outbound calls for loans current month owing through foreclosure (Customer Service and Collection Calls in English)

- Effectively provide prompt, accurate and professional responses to customer inquiries

- Successfully resolve routine inquiries regarding payments, escrow, loan terms etc.

- Display active listening skills

- Document loan activity on MSP

- Actively collect on past due payments

- Establish payment arrangements and determine strategies to resolve delinquency

- Foreclosure questions and concerns

- Determine the reason for default

- Counsel customers about consequences of delinquency

- Maintaining service levels and call center performance metrics - Schedule Adherence, Average Call Handle Time, Attendance / Availability

- Payment Collection and Deal Production

- Stable Internet connection - Hybrid work from home model. May be required to work in the office eventually

Job Type: Full-time

Pay: - 300,000.00 - 450,000.00 per year

Schedule:

Rotational shift