Consumer Solutions Specialist

Company: ServiceLink
Location: Virginia Beach
Posted on: December 5, 2019

Job Description:

Consumer Solutions Specialist A re you ready to take your career to the next level? LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry, to join our team as an Consumer Solutions - Specialist 1. The ideal candidate will enjoy working with clients, both internal and external; be detail oriented; and is driven to meet tight deadlines in a fast paced environment. If you are ready for a career and not just your next job, 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... - Be an integral member of a serve-first environment where suggestions are welcome, communication is open, and your contributions are valued. - Maintain the company's highest objective to provide exceptional service by satisfying customer requests. - Work behind the scenes to research and resolve complex customer inquiries, adjust accounts, and preserve records used to verify account-related updates. - Identify trends in the department's processes, alert management to changes in trends, and propose suggestions to solve problems and improve our processes. - Assist team members across the customer service division in order to reduce additional workload. - Reinforce our brand by serving customers, addressing colleagues, and executing tasks with a high degree of professionalism. - Assist in shaping a rapidly-evolving work arena for a sub-servicing industry leader committed to helping customers maintain their homes. WHO YOU ARE You possess ... - A positive demeanor! - A team spirit! You are excited to engage with other members of the organization in an open, collaborative, customer-focused environment. - Flexibility. You have a high comfort level switching between tasks in order to reduce work volume. - A commitment to accuracy. You'll regularly tackle high volumes and a workload that often includes a diverse array of tasks. - A sense of urgency. You'll be able to complete tasks according to department standards and reduce the volume of our department's pipeline. - Think with vision. Understand how new technology can serve and implement our work. Enthusiastic about the forefront of industry change in a constantly evolving environment. **Speaks to future required skills 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 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, or any other characteristic protected by applicable law. JOB SUMMARY This position is primarily responsible for administrative support to the Customer Service Specialist and to assist our clients and borrowers by researching and responding to inquiries pertaining to mortgage loan servicing and other general concerns, including: ESSENTIAL DUTIES AND RESPONSIBILITIES - Provide information to inquiries about mortgage products and services - Obtain and evaluate all relevant information to handle inquires and complaints - Research and resolve customer payment dispute - Process all customer service task - Work all MECU task and reporting - Responsible for processing all incoming Customer Service received and returned mail - Date stamp and log items into Fidelity system - Process payoff request and reports - Correspond to all inquiries received through LivePerson and Rightfax - Back up support for Customer Service Call Center when needed - Type and fax as needed - Maintain file for completed research items - Communicate recognized trends to management for process improvement - Handle miscellaneous administrative functions - All other duties assigned MINIMUM QUALIFICATIONS - High school diploma or GED - 2 years of experience in project management - 3 years of experience in Customer Service - General knowledge of mortgage lending/servicing industry - Must be flexible, organized and have the ability to manage and prioritize daily assignments to include conducting preliminary surveys necessary for research, looking up data and finding research material for the study and ensure accuracy of the information being researched. - Analytical with the ability to detect problems in workflow - Strong conflict resolution skills - General knowledge of mortgage lending/servicing industry - Ability to multitask on various items while meeting strict timelines and deadlines. - Candidates must have knowledge of office methods and procedures - Candidates should have the ability to handle standard office equipment (e.g. personal computer, calculator, copier, facsimile machine, scanner, microfilm reader, etc.) - Candidates should be able to use common office suite software (Microsoft Office Products) WORK CONDITIONS Working conditions are normal for an office environment. Must have the 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. Overtime required as necessary. Some travel may be required. ESSENTIAL FUNCTIONS Overtime - Required as necessary 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 95% of time Walking up to 5% of timeOccasional standing, stooping, kneeling, crouching and reaching EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY LoanCare is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law. 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 LoanCare Client Relations Nov 13, 2019, 3:38:30 PM

Keywords: ServiceLink, Virginia Beach , Consumer Solutions Specialist, Other , Virginia Beach, Virginia