Customer Care Expert - Bilingual

Customer Care Expert (CCE)The Customer Care Expert (CCE) is responsible for providing solutions via excellent personalized service and support in a courteous and professional manner to customers throughout the life of the mortgage account, during inbound and outbound telephone discussions. The CCE's primary responsibility is to resolve customer inquiries and delinquency, communicate information including regulatory and mandatory topics, enter information or tasks to facilitate required actions, and document outcomes in a call center environment. In this role, the CCE will act as the communication liaison between the customer and any other operations' groups, while ensuring compliance with all applicable rules and laws, as well as complying with the established Call Handling Policy and Procedures using state of the art technology.Summary of Position:In office, full time position with the ability to work remotely if certain performance and attendance criteria is metHandle customer calls professionally, efficiently and effectively, by utilizing active listening skills, and providing timely and accurate information while delivering exceptional customer serviceAccurately and promptly execute transactions, such as payments, billing and account changesIdentify customer needs through in-depth probing. Solve customer problems using swift, sound judgments and documented procedures based on the facts of each situationExplain financial and non-financial information effectively including Tax, Insurance and EscrowResolve account delinquency by collecting payments as neededCommunicate loss mitigation options and decisions to customersExhibit and communicate sense of urgency in obtaining complete and accurate documentation from customers and approved third partiesAdhere to assigned schedule including paid breaks and unpaid breaks for meals, training and meetingsWork in a performance-based environment, with a call monitoring program to ensure compliance with applicable rules and laws, where expectations are to meet certain standards on a regular basis. Standards are established monthly based on the performance of the teamPosition Requirements:Interested candidates should have a High School diploma or equivalent. Customer Service or Loss Mitigation work experience is preferred. The candidate must possess the following skills and abilities.Strong interpersonal skills: professional, courteous, empathetic, level-headed, composedAble to work a full-time schedule, with regular and punctual attendanceA proven record of timeliness and availability in assisting customersExcellent customer service and or sales skillsSuperior communication skills, organizes thoughts and facts to clearly communicate verbally and in writing. Ability to read, comprehend and communicate details to a customerProven ability to multi-task, listen and type or talk and type notesEffective listening, problem solving and negotiating skillsBasic computing skills, including mouse & keyboard usage, launching programs, windows navigation. Ability to utilize PC, systems and software in completing all workProven record of dependability with excellent time management and the ability to self-manageWork toward minimal guidance and supervisionProven ability to handle stressful situations and effectively manage a high-volume workloadWilling to work in a call center environment with heavy customer interaction via telephoneProven ability to take feedback, instruction and follow rules