Customer Success Spec. II

Description

Position Summary:

The Customer Success Specialist II is responsible for assisting Freedom’s customers in the servicing of their mortgage. This includes helping in a call center capacity in one of the following functions: customer service, collections, basic sales, or basic loss mitigation.

Answer inbound and place outbound calls, providing service to customers that may be delinquent, or require a higher level of complexity in their support. These may include customers impacted by disasters, in active bankruptcy, with escrow inquiries and support of portfolio retention efforts. 

Represents the company in a professional and enthusiastic manner by providing a world class level of customer service.  Ensures each call is handled with compassion and a resolution is reached the first time.

Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.

Efficiently provides information and knowledgeable assistance regarding mortgage loans to customers through retrieval of loan information across various systems.

Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
Provides written and verbal responses to customer inquiries as needed.

Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently. Computer proficiency is essential.

Maintains confidentiality of customer’s nonpublic information.

Act as a mentor to Customer Success Specialist I and assist with training, and coaching needs for new Customer Success Specialists.

Performs other related duties as assigned.

NMLS Safe MLO Licensing is helpful and may be required after hire. 

Minimum one -two years related experience and/or training.

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:
HS diploma/GED required; Some College/Associates Degree or equivalent from two-year College or Technical School preferred

Minimum three years related experience and/or training.