What are the responsibilities and job description for the Customer Care Analyst position at West Capital Lending?
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.