Job Description

Senior Customer Service Representative

We are looking for a dedicated and experienced Senior Customer Service Representative to join our team in Phoenix, Arizona. In this role, you will play a pivotal part in assisting homeowners by providing exceptional service and resolving financial challenges. This is a long-term contract position offering the opportunity to contribute to a fast-paced and dynamic environment while championing positive homeowner experiences.

Responsibilities:

• Provide personalized assistance to homeowners facing financial difficulties, building trust and negotiating payment arrangements to ensure customer satisfaction.
• Accurately document all collection activities, including inbound and outbound communications, using the company's platform.
• Coordinate and submit account modifications, forbearances, extensions, and repayment plans to support homeowners.
• Offer guidance and mentorship to other team members, leading key departmental initiatives and projects as needed.
• Collaborate closely with internal teams, including Loan Administration and Default Servicing, to address account discrepancies and resolve issues.
• Conduct skip tracing and loan calculations, such as amortization schedules and simple interest, to ensure accurate account management.
• Identify opportunities for process enhancements and recommend improvements to optimize workflows.
• Maintain compliance with industry regulations and handle sensitive documentation with the utmost confidentiality.
• Utilize workforce tools and partner with workforce management teams to improve operational efficiency.

Requirements:

• A minimum of 3 years of experience in collections, with a strong background in customer service.
• Proficiency in skip tracing and conducting loan calculations, including amortization schedules and simple interest.
• Familiarity with tools such as Google Suite, Zendesk, Salesforce, and other workforce management systems.
• Demonstrated ability to handle sensitive documentation and maintain confidentiality.
• In-depth knowledge of industry regulations and compliance standards.
• Exceptional time management skills and the ability to prioritize tasks effectively.
• Strong interpersonal skills and the ability to assess and meet homeowner needs.
• Experience in call center customer service with a focus on soft-pay collections and superior problem-solving capabilities.

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