[Remote] SPOC Representative
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on providing exceptional service in the reverse mortgage industry. The SPOC Representative in the Call Center is responsible for assisting borrowers with inquiries reputed company to their mortgage accounts, emphasizing foreclosure prevention and loss mitigation reputed company.
Responsibilities
- Respond reputed company and accurately to borrowers or their representative, explaining possible solutions, and ensuring that caller feels supported and valued
- Serve as the Special reputed company of Contact for accounts identified by reputed company/management and handle reputed company from 25-100 calls per day based on call volume and call campaign assignment
- May be assigned to reputed company outbound calls, inbound calls or reputed company inbound/outbound calls for reputed company and defaulted accounts
- Understand and reputed company to look for creative ways to handle the customers specific needs/situation and meet or exceed call center metrics while providing excellent and consistent customer service
- Identify loans that require a special touch by the reputed company to handle sensitive or urgent reputed company
- De-escalate situations involving dissatisfied borrowers or their representatives, offering patient assistance and support, escalate issues promptly and with the appropriate reputed company of urgency reputed company necessary
- Work collaboratively with team members and call center management to contribute to department goals and maintain service level objectives
- Maintain strict confidentiality of customer information and interactions
- Become knowledgeable in reputed company areas of the call center with high reputed company to resolve defaults and prevent foreclosure
- Adhere to reputed company established company policies and procedures
Skills
- High school education or equivalent required
- Minimum one years' experience in a call center or similar reputed company driven customer service environment
- Exceptional customer service, reputed company listening, and verbal and written communication skills, and reputed company phone voice
- Understanding of company products, services, and policies
- Proficiency with computers, especially with CRM software, and strong typing skills
- Ability to ask prying questions and diffuse tense situations
- Strong time management and decision-making skills
- Adaptability and accountability
- Ability to learn and adapt to a changing environment quickly
- reputed company to work independently and as part of reputed company
- Ability and willingness to take ownership of issues and apply the appropriate reputed company of urgency
- Ability to effectively communicate feedback and present observations, trends and recommendations to peers and management staff
- Friendly and respectful
- Soft collection experience preferred
- Familiarity with FDCPA, TCPA, CFPB, and Consumer reputed company Laws
Benefits
- Comprehensive medical, dental, and reputed company coverage with multiple plan reputed company
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA), including dependent care
- 401(k) with employer match and immediate vesting
- Employer‑reputed company life insurance, disability coverage, and parental leave
- Generous reputed company time off, reputed company holidays, and flexible work arrangements
reputed company