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Customer Service Collections Agent

Aerotek

02/22/2021

Posting ID: JP-002023037

Full Time
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Description:

The Customer Relations Associate works in our Customer Relations Department providing customer service and collections to our customers. Our goal is to wow each customer whether they are calling about their mortgage loan or we are calling them about resolving their delinquency with a positive and memorable interaction. We work to ensure that the customer is engaged and informed on all their mortgage needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide stellar customer service by handling an average of 100 or more inbound and outbound calls per day.
  • Negotiate with customers per investor, company and regulatory guidelines to resolve their mortgage loan delinquencies.
  • Record all customer call dispositions and call notes using servicing and collection systems per department guidelines.
  • Updating customer contact information, collect one-time and recurring payments, and set-up plans to resolve delinquent accounts.
  • Send correspondence through e-fax and open skip trace requests.
  • Schedule appointments for customers and their single point of contact (SPOC) representatives in the company.
  • Set-up payment arrangements, order payoff requests, and work in a structured and proactive manner to meet individual and department goals.
  • Professionally handle escalated customer concerns while following industry best practices.
  • Adhere to department and company policies and procedures and regulatory guidelines.
  • Promptly and accurately answer a customer questions regarding a variety of topics including: state-specific HUD information, loan information, company's early assistance process, website questions, service transfers, and more.
  • Successfully meet monthly performance metrics and production goals on an ongoing and consistent basis.
  • Handle other duties as assigned.

Top Skills Details:

  • 2+ years customer service
  • 1+ years of collections
  • Intermediate computer skills, word, excel, outlook, windows.
  • Bilingual and fluent in Spanish (Preferred, but not required)
  • Must have the ability to connect to the internet via direct connection through an Ethernet chord (not Wifi)
  • Must have a dedicated work space to ensure privacy so that customer information is protected.

Additional Skills & Qualifications:

Education/Experience Requirements:

  • High School Diploma
  • Customer service and/or collection experience
  • Ability to adapt to an ever-changing environment due to regulatory, compliance, and/or business rule changes.
  • Strong interpersonal, negotiation and communication skills
  • Ability to multi-task successfully within a structured, call center environment
  • Ability work a potentially varying schedule including some holidays and weekends and based on business needs and performance metrics.
  • Successfully complete and pass all CRA I classroom training and assessments.
  • Flexibility to work within the operating hours of the location
  • Ability to be a self-starter, self-motivated, and be self-driven to achieve desired performance metrics, while providing a positive, and memorable interaction with each point of contact.
  • Ability to work across multiple servicing and collection platforms (experience with MSP preferred),
  • Proficient computer skills (Microsoft Office experience preferred).
  • Experience working in a team environment
  • High volume contact center environment
  • Must have a dedicated workspace to ensure privacy so that customer information is protected.

Experience Level:

Intermediate Level

About Aerotek:

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Contact Information

Recruiter: Song Thao

Phone: (214) 414-2471

Email: sthao@aerotek.com

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