Customer Care Analyst

Key Responsibilities:

Customer Support

• Respond to customer inquiries via phone and email regarding mortgage applications, loan terms, and general account questions.
• Provide clear, accurate information while maintaining a professional and empathetic tone.

Issue Resolution

• Troubleshoot loan-level issues and provide timely solutions.
• De-escalate customer concerns and coordinate with Loan Officers, Processors, Underwriting, and other internal departments to ensure resolution.

Data Analysis & Continuous Improvement

• Analyze customer interaction trends to identify common issues and opportunities for improvement.
• Provide feedback and recommendations to enhance service processes, efficiency, and customer satisfaction.

Process Management

• Manage multiple customer cases simultaneously.
• Track requests, follow up proactively, and ensure timely completion of tasks within established Service Level Agreements (SLAs).

Compliance

• Ensure all customer interactions, documentation, and processes adhere to company policies, federal and state regulations, and mortgage industry standards.

Qualifications:

Experience

• Previous experience in mortgage customer service, loan processing, or a related financial services role preferred.

Skills

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• High level of empathy, patience, and professionalism.
• Strong organizational and time-management skills.

Knowledge

• Understanding of mortgage terminology and basic knowledge of loan origination, processing, and compliance requirements.

Technical

• Proficiency in Microsoft Excel strongly preferred.