Customer Care Specialist

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Requirements:

• Bachelor’s Degree.
• Ability to build relationships and work closely in a team environment.
• Ability to understand customer issues and own any issue through resolution.
• Knowledge of Excel or spreadsheet equivalent experience, Microsoft Office.
• Knowledge of TCPA, FDCPA and Mortgage related CFPB guidelines preferred.
• Knowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance is a plus.
• Experience with Salesforce or related platform is a plus.
• Spanish speaker is a plus.

Responsibilities:

• Resolves incoming customer inquiries and requests related to mortgage loans.
• Reach out to borrowers to resolve any issues with payments and payment accounts.
• Work with other servicing teams to identify borrowers who are at risk of default and determine best approach.
• Document all customer interaction in Kiavi’s system of record.
• Process payoff and verification of mortgage.
• Assist in processing proof of insurance requests from borrowers and agents.
• Assist other teams in Post Closing to update borrower bank account information.
• Work with other teams to update loans taking advantage of pilot programs.