First half of the month will be taking inbound calls from mortgage borrows regarding payment, escrow - general mortgage servicing questions. Second half of the month, will be taking similar calls and about 20% of each day will be spent on an auto dialer reminding borrowers of their payments. Will ask if they want to make the payment via phone. NOT COLLECTIONS.
Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner. Directly engage with Valon customers across a variety of inbound customer requests and inquires, which consist of website assistance, escrow, processing payoffs, Offer and refer eligible homeowners for refinancing opportunities to the Originations department Perform outbound collection activities on accounts less than 30 days past due, but at times may include accounts with much higher delinquencies Understand escalation paths for different types of calls and dynamically route them to appropriate internal parties Meet performance expectations Utilize our internal software platform and become a partner in making system recommendations
OTHER DETAILS Will be taking mix of inbound and outbound calls on a dialer. (Monthly average of calls is 350) On average will only have about 35-40 true right party contacts Daily.
Metrics held to: QA, 1ST call resolution Adherence Rate C Sat Score (Goal above 90%) Wrap Time: should be 1-3 Mins
Skills:
Customer service, Call center, Mortgage, Loans, financial services, Data entry, Customer support, Finance, Banking, Closing
Attention Recruiters: • Mandatory that we only see candidates with 1+ years of experience in a contact center and or 1+ years of mortgage servicing (e.g. property tax, property insurance, collections, escrow) experience preferred. • No Job hoppers, or employment gaps. • Must have RFL for all positions. • References are to be completed • high school diploma or equivalent required • Hourly flexibility (ranging from PT to FT) • Customer focus and adaptability to different personality types • Eagerness to learn how to use our proprietary servicing software
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
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.