Position Overview:
As a Customer Care Specialist at New American Funding, you’ll serve as the primary point of contact for customers with existing loans. Your responsibilities will include handling inbound and outbound calls regarding various mortgage inquiries, such as taxes, insurance, payments, and account balances. With a focus on delivering exceptional service, you’ll guide borrowers through repayment options and strive to find solutions tailored to their individual circumstances. This role demands adherence to industry guidelines, including those set by the Consumer Finance Protection Bureau (CFPB), ensuring timely and accurate responses to customer inquiries and complaints.
Location: Remote within the US – Must be available to work CST hours.
Salary: $22 to $24/hr + Quarterly Performance Bonuses + Overtime (Full-Time Benefits including health, dental, vision, 401k, paid holidays, sick leave, and vacation)
Hours/Schedule:
- Training: 10am-7pm Central
- Post-Training Shifts: Assigned based on business needs: 8am-5pm, 10am-7pm, 12pm-9pm CST
Key Responsibilities:
- Handle customer inquiries via phone and correspondence in accordance with departmental and regulatory guidelines.
- Initiate contact with delinquent borrowers to understand their financial situation and recommend retention solutions.
- Assist borrowers with loan servicing website navigation and maintenance requests.
- Ensure accurate documentation of all customer interactions in the MSP Mortgage Servicing System.
- Conduct follow-up and research activities to resolve customer issues promptly.
- Maintain compliance with industry laws, regulations, and investor requirements, including CFPB Servicing Guidelines.
Qualifications:
- Ability to thrive in a high-volume, fast-paced environment.
- Strong ability to manage multiple deadlines and priorities under pressure.
- Demonstrated teamwork and goal achievement skills.
- Excellent verbal and written communication skills.
- Familiarity with mortgage industry terminology and practices.
- Proficiency in MSP and MS Office Suite.
- Consistent attendance record with flexibility to work weekends.
- Bilingual proficiency (English/Spanish) is advantageous.
- Preferred: 2+ years’ experience in a Customer Service Call Center, preferably within the mortgage industry. High school diploma required; bachelor’s degree preferred. Must pass a background investigation.
Join us in providing exceptional service to our customers while advancing your career in the mortgage industry!
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Customer Care Specialist in | Careers at US-REMOTE (icims.com)
