Customer Care Specialist

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Overview

The Customer Care Specialist role at New American Funding serves as the primary point of contact for customers with existing loans. This position plays a pivotal role in providing effective assistance through various communication channels, including phone calls, mail, and email. Specialists are responsible for addressing a wide range of inquiries, from mortgage payments to annual tax information.

Job Responsibilities

The Customer Care Specialist is tasked with various responsibilities, which include:

  • Handling inbound and outbound calls related to mortgage queries, such as taxes, hazard insurance, and escrow analysis.

  • Responding to various forms of correspondence while adhering to guidelines set by the Consumer Finance Protection Bureau (CFPB).

  • Coaching customers to help them bring their loans current through different repayment options tailored to individual circumstances.

  • Analyzing both verbal and written requests to resolve inquiries related to mortgage loans.

  • Documenting customer interactions meticulously in the MSP Mortgage Servicing System to ensure accountability and track communications.

Qualifications and Skills Required

Candidates aspiring to take on the Customer Care Specialist position should possess:

  • A minimum of 2 years' experience in a Customer Service Call Center, preferably within the mortgage industry.

  • Excellent verbal and written communication skills.

  • The ability to work efficiently in a fast-paced environment, handling multiple deadlines and maintaining composure under pressure.

  • A strong understanding of common terminology and concepts within the mortgage industry, with experience using MSP strongly preferred.

  • Proficiency in MS Windows, MS Outlook, and the MS Office Suite.

  • Bilingual abilities in English and Spanish are considered a plus.

Employment Details

This job offers a full-time position, with working hours structured as follows:



  • Training Schedule: 10 AM to 7 PM CST.
  • Post-training Schedule: Monday to Friday, 12 PM CST to 9 PM CST, with one floating Saturday each month from 10 AM to 2 PM CST.

The compensation for the role ranges between $20 - $24/hr, complemented by quarterly performance bonuses and overtime opportunities. Additional benefits include:

  • Comprehensive health, dental, and vision insurance.
  • 401(k) plan.
  • Paid holidays, sick leave, and vacation days.

Location

The Customer Care Specialist role is available for candidates located in Austin, TX, or those who can work remotely. However, it is essential for employees to work during CST hours.

Physical Demands & Work Environment

The position has certain physical demands, which require:

  • Prolonged periods of sitting or standing.
  • Ability to lift up to 10 pounds occasionally.
  • Mobility to work in an office setting and operate office equipment.

Opportunities for Growth

Working as a Customer Care Specialist offers not just a paycheck but also a chance to build a career in financial services. With the right performance, specialists can advance within New American Funding or other industry roles. The company promotes a culture of development, encouraging personnel to refine their skills in customer service and financial management.

Conclusion

In summary, the position of a Customer Care Specialist at New American Funding provides a lucrative opportunity for individuals who have a strong background in customer service, particularly in the mortgage sector. Those seeking stability and growth in their careers, combined with a competitive salary and comprehensive benefits, may find this role an excellent fit.



This job offer was originally published on himalayas.app

New American Funding

Austin, TX or Remote

Customer support

Full-time

January 29, 2025

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This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.