Mortgage Call Center Representative - Remote (12pm-9pm EST)

We are seeking to fill the role of Customer Experience Specialist I. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.

• Assist homeowners with routine or complex issues and requests in a call center environment • Use an advanced telephony system • Provide exceptional customer service, explain mortgage-based process information, and make  decisions to resolve customer issues • Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service • Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations • Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues • Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently • Accurately track/document all communications with customers to provide a detailed history of contact • Assist with identifying root causes and explain the best solution to promptly resolve customer concerns • Achieve targeted individual and team-based performance goals monthly • Follow escalation procedures to address customer concerns requiring additional • research/resources to resolve • Direct requests and unresolved issues to the designated resource • All other duties as assigned.

• High School Diploma or equivalent required. • Knowledge of customer service principles and practices • Excellent communication skills • Strong attention to detail and accuracy • Problem-solving and problem analysis skills

LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

• A culture that helps you thrive, with resources and support to fuel your growth
• Flexibility to work remotely, while staying connected through virtual engagement
• Opportunities to make a real impact in an industry that touches millions of lives
• If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team.

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.