Customer Service Specialist / Call Center

Customer Service Specialist / Call Center

HYBRID Call Center / Customer Service rep responsible for providing excellent customer service by answering a large volume of incoming calls and third party inquiries regarding existing real estate mortgage loans. Will make some outbound calls to borrowers due for current month. $22 per hour bonus potential after permanency. Shifts are Mon-Fri, 8:30am - 5:30pm OR 9:30am - 6:30pm. Must be able to work overtime when needed, including some shorter Saturday shifts as needed. Temp to perm.

Training in person in Westfield for 3 weeks then hybrid schedule of 1 week work in office and 3 weeks work from home on rotation.

Company Profile

• Financial service, mortgage/loan servicing firm.

What's in it for you?

• Benefits offered through Elwood for temp piece.
• Strong benefits package and bonus potential after permanency.

Customer Service Specialist / Call Center Details:

• Contract to Hire position
• $22.00 /hour
• First Shift (Monday through Friday from 08:30am to 05:30pm)

• Answer incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.
• Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.
• Refer more complex or complicated calls to qualified team member.
• Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.
• Track, follow-up and complete customer call backs to ensure inquiry resolution.
• Collect payments whenever necessary and appropriate.
• Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.
• Knowledge of Fair Debt Collection Practices Act preferred.
• Knowledge of relevant and industry-specific computer software packages preferred.
• Basic negotiation skills.

Customer Service Specialist / Call Center Qualifications:

• Call center, customer service or collections experience
• Banking, Mortgage/Loan Servicing or financial services experience is very helpful
• High school diploma or relevant work experience
• Microsoft Word, Excel and Outlook skills
• Strong typing skills
• Bilingual skillset, English /Spanish a plus
• Must be able to work full 8 hours, Monday thru Friday and be open to overtime hours

We are an Equal Opportunity Employer and celebrate diversity at all levels of our organization.

How to Apply:

Email, call, or text us today! Feel free to apply online at www.elwoodjobs.com!