The Specialty Customer Care Consultant is responsible for providing excellent customer service in a fast-paced call center. The Specialty Customer Care Consultant will handle inbound customer service-related calls as well as daily outbound calls. They will be primarily responsible for handling our special loan products for HELOC loans and Recast requests. This dedicated staff is highly skilled and trained in handling fraud prevention and solutions, identity verification via Socure, check validations, website troubleshooting, draw requests, explaining payment calculations, as well as collecting payments and providing paydown or payoff assistance.

This role will also be a Subject Matter Expert (SME) and handle internal transfers from Customer Service and Collections on Recast requests from homeowners. They will advise of proper steps/procedures, determine eligibility, collect principle curtailments and fees if eligible, and work with loan servicing to begin the process.

Our Specialty Customer Care team is the face of our organization, and we are interested in hiring individuals that are fully committed to providing exceptional customer service.

Essential Functions, Duties, and Responsibilities

• Handles inbound Customer Service calls, primarily assisting with HELOC loans and requests for Recasts as well as an assortment of questions from website assistance, identity verification, detecting and preventing fraud, check validations, processing payoffs/paydowns.
• Demonstrates positivity, courtesy, and helpfulness when dealing with every homeowner.
• Processes homeowners’ mortgage payments or resolves any delinquency within department guidelines.
• Fraud detection and prevention for all HELOC borrowers.
• Serves as a SME and assists with Help Line calls to the dedicated HELOC and Recast skills.
• Determines eligibility for homeowners requesting Recast of their mortgage, begin the process, and help resolve any issues that may arise.
• Takes part in continuous training in company policies/procedures and industry regulations.
• Consistently represents the company in a positive and professional manner.
• Cross-trained on additional organizational functions, such as Loan Servicing and Special Loans work items
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High-school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 2-4 years’ mortgage servicing experience.
• 1+ year of experience working with HELOC loan products or fraud prevention (preferred but not required).

Skills, Abilities, and Knowledge

• Strong verbal communication skills; strong writing and composition abilities.
• Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
• Strong influencing and negotiation skills; consultative and collaborative work style.
• High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
• Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
• Strong project management and time management capability.
• Self-directed and comfortable working with ambiguity and uncertainty.
• High degree of professional maturity, integrity, ability to maintain confidential data and information.
• High degree of business acumen; strong technical aptitude.
• Strong Microsoft Office skills.
• High degree of business acumen; strong technical aptitude.
• Strong Microsoft Office skills.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.