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Account Executive Single Point of Contact

Company: ServiceLink
Location: Virginia Beach
Posted on: December 4, 2019

Job Description:

Account Executive Single Point of Contact A re you an experienced Customer Service professional motivated to leverage a customer centric approach to assist home owners in a highly visible position? LoanCare, one of the leading national providers of full service subservicing and interim subservicing in the mortgage industry, seeks an individual with a history of progressive experience delivering service that exceeds expectations in a growing and inspiring industry. The ideal candidate will be a dynamic individual who rigorously advances our mission while consistently delivering exceptional service. If you possess presence and confidence in your ability to promote our core values of entrepreneurship and empowerment, now is the time to join our team and become a part of something big. A DAY IN THE LIFE In this role, you will... - Assist homeowners with routine or complex issues and requests, in a call center environment - Use an advanced telephony system - Explain mortgage based process information - Make decisions to resolve customer issues - Navigate and enter data on a computer platform - Provide exceptional customer service - Contact for client questions and inquiries and ensures responses are within required SLA - Researches, resolves, and reports client problems and inquiries and ensures timely responses back to the client - Through inquiries received, identify and communicate to manager any suggestions/opportunities to improve the Client experience - Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to client raised issues and concerns - Maintains thorough knowledge of, and follows all, Investor, Government, Client and Loan Care policies, procedures, and requirements for assigned duties - Maintains a thorough knowledge of the LPS, DLV, LoanCare, SFT and general workstations and system to effectively answer the majority of Client inquiries without assistance - Maintain a knowledge of all servicing functions, keep abreast of changes in the industry and present a professional and respectful conduct with Clients and internal staff at all times - Interacts with departments and responsible for understanding each Client's business rules and type of business and goals - Assist with special projects and assignments WHO YOU ARE You possess ... - Enjoy speaking to customers over the phone - Understanding of mortgage servicing; escrow, taxes, payment application - Desire to helps your peers, your team, and all around you because you are highly driven and lead by example - Analytical ability to apply data and information to all processes and solutions - Ability to provide consistent engagement in customer and brand experience - Ability to take initiative and work under minimal supervision, and work under time pressure and deadlines and juggle multiple priorities - Minimum of 5 years mortgage servicing experience - Strong knowledge with MS word, excel spreadsheets - Ability to communicate and work with all levels of management and executives - Excellent, diplomatic and assertive communication skills; oral and written (grammatical) WHO WE ARE About us ... LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry. 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. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. DETAILED JOB DUTIES - Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers - Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare Brand Experience expectations - Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues - Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently - Accurately track and document all communications with customers to provide a detailed history of contact - Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner - Achieve monthly individual and team based targeted performance goals - Follow escalation procedures to address customer concerns requiring additional research or resources to resolve - Direct requests and unresolved issues to the designated resource - All other duties as assigned MINIMUM QUALIFICATIONS - Minimum of 5 years mortgage servicing experience - High School Diploma or equivalent requierd - Excellent, diplomatic and assertive communication skills; oral and written (grammatical) - Ability to communicate and work with all levels of management and executives - Ability to deal with clients and team members with integrity, professionalism and assertiveness - Strong negotiation and mediation skills, ability to structure a negotiation that serves the best interests of LoanCare - LPS MSP System knowledge preferred - Knowledge of customer service principles and practices - Excellent communication skills - Attention to detail and accuracy - Problem-solving skills and problem analysis - Detail oriented ability to successfully manage multiple priorities and meet deadlines - Excellent, analytical, problem solving, research, interpretive, and decision making skills - Able to work in fast paced environment - Strong knowledge with MS word, excel spreadsheets - Ability to meet client, department and Investor standards with regard to job knowledge, quality, efficiency, initiative, teamwork, customer service, productivity and overall performance - Ability to take initiative and work under minimal supervision, and work under time pressure and deadlines and juggle multiple priorities - Ability to handle varying levels of stress WORK CONDITIONS Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. ESSENTIAL FUNCTIONS Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Reading Comprehension Understanding written sentences and paragraphs in work related documents English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Speaking Talking to others to convey information effectively. Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making. Active Listening Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Instructing Teaching others how to do something. Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one. Time Management Managing one's own time and the time of others. Writing Communicating effectively in writing as appropriate for the needs of the audience. Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense. Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Written Comprehension The ability to read and understand information and ideas presented in writing. Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Information Ordering The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). Near Vision The ability to see details at close range (within a few feet of the observer). Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression The ability to communicate information and ideas in speaking so others will understand. Speech Recognition The ability to identify and understand the speech of another person. Speech Clarity The ability to speak clearly so others can understand you. PHYSICAL DEMANDS Sitting up to 90% of time Walking and standing up to 10% of time Occasional lifting, stooping, kneeling, crouching and reaching. LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable law. Operations All Other VA - Virginia Beach AZ - Chandler LoanCare Servicing Operations Nov 19, 2019, 8:22:35 AM

Keywords: ServiceLink, Virginia Beach , Account Executive Single Point of Contact, Other , Virginia Beach, Virginia

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