The Loan Servicing ‘Call Center Agent’ is responsible for the daily handling of customer service and collections activities, including but not limited to the answering of inbound phone calls, and placing outbound collection calls. works under the supervision of the Call Center Supervisor to assist with the daily operations in the Default Management Division of the Loan Servicing Department.

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SPECIFIC RESPONSIBILITIES​

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• Maintains customer service relations by answering loan customer and client attorney telephone inquiries; provides pay off instructions to attorneys, mortgage companies, and borrowers.

• Direct point of contact for C4C’s clients, vendors, visitors, etc, via telephone communication as well as in-person contact in the main office lobby location (first floor of Wallingford).

• Assists in processing daily loan payments to ensure timely posting to the borrowers’ accounts.

• Enters comments in the system upon completion of the Customer Service or Collection-related calls. Assists customers with issues regarding their online account access on C4C’s website. Provides written loan account information upon written request

• Updates and maintains Stops, Flags and Warnings on the system for their area of responsibility.

• Daily collection calls for 2nd Mortgages and unsecured loans.  Utilize all available skip tracing tools to locate borrower(s) whose contact information is inaccurate. Solicits payment(s) by phone and processes said payments utilizing LFN’s 1-time ACH functionality.

• Serves as intermediary between customers and the Loan Servicing Operations staff;

• Assists with other tasks as required to meet the daily operations and demands of C4C’s Loan Servicing Call Center

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CORE COMPETENCIES

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• Work related to mortgage loan servicing, collecting on past due payments, or other experience working in a customer service-related office specifically call-center/customer service activities (min. 2 years). 

• Familiarity with loan servicing terminology and practice, including investor, escrow, payoff, cashiering/ payment-processing, etc.  Experience working in a team-oriented department that requires the daily tasks to be fulfilled in a timely manner.

• Computer Software:  MS Word, Excel, Outlook, Benedict Group Inc Loans for .NET! (LFN) or similar window-based loan-servicing software.

• Basic bookkeeping.

• Must be fluent in English and Spanish and have the ability to communicate effectively both verbally and in written correspondence.

• Must have a thorough working knowledge of mortgage loan servicing and ability to interpret and adhere to State, Federal and mortgage insurer regulations; handle multiple tasks and manage workload independently; Strong aptitude for numbers; excellent analytical skills with a high-level attention to detail; strong negotiating skills; strong interpersonal skills, with high degree of tact and diplomacy; excellent organizational skills; ability to handle confidential information; ability to work under pressure to meet deadlines; flexibility to adapt to changes in work place priorities; resourcefulness and ability to work independently as well as in a team environment.

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REQUIRED EXPERIENCE & CERTIFICATIONS

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• ​High School Diploma required; some college preffered

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Certifications

• None