This position is responsible for directing all activities necessary to resolve escalated customer issues and answer inquiries that are received from internal partners and customers, in a timely, efficient, accurate and professional manner. Issues received can include prime and nonprime mortgage loans, and home equity loans and lines of credits.
The Escalation Representative will investigate, resolve and respond to all Internal and External Customer complaints and inquiries received via phone or correspondence (mail or email). The steps to resolution are dependent on the type of complaint which include late charge or fee disputes, payment arrangement disputes, deferment or extension disputes, reinstatement or property disputes.
This person in this role is responsible for appropriately interpreting company policies and procedures and, when necessary, integrating the information into the response to customers. He or she will provide necessary information to the customer or authorized 3rd party for problem resolution, clearly explaining procedures and dealing with difficult customer interactions by focusing on problem resolution. This person will also collaborate with Loan Servicing Specialists if further research is required.
Employees in this role will be evaluated on:
· Customer Service Experience (ACE)
Repeat Calls (24hr and 7 day resolution)
Average Handle Time (AHT)
Our highest-performing employees will:
Our most successful candidates will have:
Bi-lingual English/Spanish is a plus