Bankruptcy Customer Service Team Lead

New

JobgetherMortgage servicing

Based in the United StatesFull-TimeLead

Salary20.43 - 34.28 USD per hour

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Job Details

Experience: At least 4 years of experience in a customer service call center environment; at least 3 years of experience in bankruptcy, loss mitigation, collections, or foreclosure.
Required Skills: Project ManagementProblem SolvingCustomer service

Have a high school diploma or equivalent.
Have at least 4 years of experience in a customer service call center environment.
Have at least 3 years of experience in bankruptcy, loss mitigation, collections, or foreclosure.
Have general knowledge of the mortgage lending and servicing industry.
Handle complex customer inquiries professionally and empathetically.
Organize and prioritize daily assignments in a fast-paced environment.
Use analytical and problem-solving abilities to identify workflow issues and recommend improvements to management.
Have project management skills and the ability to coordinate tasks effectively.
Maintain accurate customer records and provide reliable information with attention to detail.
Manage escalated customer interactions and collaborate with specialists, representatives, supervisors, and internal teams.
Be flexible to work early, late, or weekend hours when necessary, with overtime as required.

Handle inbound calls from customers with active or inactive bankruptcy cases.
Verify customer information and communicate through telephone, email, and chat.
Provide information and assistance about mortgage products, services, and account matters for customers in active bankruptcy.
Gather and evaluate information to respond to inquiries, investigate complaints, and determine appropriate resolutions.
Update account information and document customer interactions accurately.
Research and resolve customer questions about escrow trial and final analyses.
Identify the root causes of customer concerns and explain appropriate solutions.
Assist Bankruptcy Customer Service Specialists with calls and provide guidance when needed.
Manage escalated calls and coordinate responses with representatives, supervisors, and other internal teams.

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