Early Stage Call Center Specialist - Full-time / Part-time

Early Stage Specialist responsible for answering customer inquiries, investigating customer accounts to correct any necessary errors regarding customer mortgages and performing collection activity on past due mortgage loans using specific procedures in a professional, helpful and timely manner.

1. Answer routine questions regarding a variety of account issues, including but not limited to, escrow accounts, balance and payment inquiries, interest rate changes, missing payment inquiries, address changes, and tax reporting information, requests for payoff and others.
2. Make outbound new customer calls as new loans board, utilizing available scripts and excellent customer service and collections skills
3. Handle inbound and outbound calls to proactively collaborate with delinquent(3-29DPD) customers, third parties and attorneys.
4. Understanding of government programs and GSE loan servicing requirements; particularly Fannie Mae. Adhere to stated timelines and government or agency regulatory and servicing requirements
5. Document all customer contact in accordance with established procedures.
6. Complete a root cause analysis during customer phone calls to determine their ability to pay and their understanding of their financial situation.
7. Analytical and critical thinking skills needed to dissect and resolve complex servicing related issues in a clear concise manner that a customer will understand
8. Ability to understand how to communicate difficult/sensitive information tactfully
9. Ability to handle, resolve, defuse and escalate issues in a tactful manner
10. Meet call center performance metrics as set out by his/her team lead to partner with team members and leadership to achieve business objectives and goals
11. Must be able to accept coaching and development feedback and use it to improve the delivery of the service provided.
12. Make recommendations to management and asset specialists that simplify the customer experience and improve our delivery timelines.
13. Working knowledge of personal computers using Microsoft Word, Access, Excel, PowerPoint, and Outlook; Lotus Notes a plus. Also, demonstrated ability to learn and proficiently utilize proprietary and vendor applications

Qualifications

College degree is not required, HS Diploma is.

1. High School Diploma/GED
2. Minimum of 3 months of call center experience
3. Minimum of 3 months mortgage servicing experience

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.