LoanCare Hiring for Customer Experience Specialist I at Spokane, WA Full Time

• Assist homeowners with routine or complex issues and requests, in a call center environment
• Use an advanced telephony system
• Explain mortgage based process information
• Make decisions to resolve customer issues
• Navigate and enter data on a computer platform
• Provide exceptional customer service

• Enjoy speaking to customers over the phone
• Understanding of mortgage servicing: escrow, taxes, payment application
• Desire to help your peers, your team, and all around you because you are highly driven and lead by example
• Analytical ability to apply data and information to all processes and solutions
• Ability to provide consistent engagement in customer and brand experience

Responsibilities:

• Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
• Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare brand experience expectations
• Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
• Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
• Accurately track and document all communications with customers to provide a detailed history of contact
• Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
• Achieve monthly individual and team based targeted performance goals
• Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
• Direct requests and unresolved issues to the designated resource
• All other duties as assigned

Qualifications:

• High School Diploma or equivalent required
• Two (2) years of Call Center or Customer Service experience preferred
• Knowledge of customer service principles and practices
• Excellent communication skills
• Attention to detail and accuracy
• Problem-solving skills and problem analysis
• Basic mortgage product knowledge preferred

Overtime – Required as necessary

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Speaking — Talking to others to convey information effectively.

Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Instructing — Teaching others how to do something.

Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management — Managing one’s own time and the time of others.

Writing — Communicating effectively in writing as appropriate for the needs of the audience.

Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension — The ability to read and understand information and ideas presented in writing.

Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Near Vision — The ability to see details at close range (within a few feet of the observer).

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Speech Recognition — The ability to identify and understand the speech of another person.

Speech Clarity — The ability to speak clearly so others can understand you.

Sitting up to 95% of time

Walking up to 5% of time