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Bilingual Customer Service SPOC (Mortgage, Call Center)

Jacksonville, FL 32256 | Direct Hire

Post Date: 02/12/2018 Areas of Expertise: Call Center Pay Rate: $42K

The Customer Care Single Point of Contact (Loss Mitigation) representative is responsible for assisting customers in the servicing of their mortgage.  This may include helping in a call center capacity in one of the following functions:  customer service, collections, and loss mitigation.

Essential Job Functions:
•    Acts as single point of contact to assigned borrowers currently 45 days delinquent or greater, borrower is in a confirmed disaster area, or borrower requests loss mitigation options.
•    Answer inbound calls and make outbound calls on assigned mortgage accounts that are 45 days or more delinquent.
•    Work with borrower on repayment plans to get them back to a current status.
•    Assist the borrower with loss mitigation options, how to apply, and status updates.
•    Must be familiar with investor guidelines and available programs.
•    Remain as the single point of contact until the borrower is current or approved for loss mitigation.
•    Maintains confidentiality of customer’s non public information.
•    Provides written and verbal responses to customer inquiries as needed.  
•    Answers inbound/outbound calls involving customer service and collection issues.
•    Must have active and fully transferrable NMLS Safe Act license or ability to obtain within 120 days of employment
Other Related Duties:Customer service, collections, and loss mitigation experience in a mortgage environment.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed 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 of the job.

Education and/or Experience:
•    High school diploma or GED required
•    Some College/Associates Degree or equivalent from two-year College or Technical School; or six (6) months to one (1) year related experience and/or training; or equivalent combination of education and experience.

•    Schedules:  
•    The department is open from 8am-7pm so possible shifts include: 8:00-5:00, 9:00-6:00 or 10:00-7:00 + 1 Saturday normally the 3rd Saturday with a week day off
•    Must be open to any of the 3 schedules

Joshua Stortzum

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