** Customer Experience Specialist**

**Job Category****:** Operations **Requisition Number****:** CUSTO02629 Showing 1 location **Job Details**

**Description**

Assists customers with questions, requests and concerns on the phone and via email. Analyzes customer information for understanding in order to be able to provide a positive customer experience. Follows Mortgage Servicing Guidelines to maintain compliance with investor, regulatory and agency rules and regulations.

**EXPECTATIONS**

* Handles incoming calls from any servicing inserts sent to HS portfolio.

* Handles incoming calls to the exclusive HomeSafe Borrower Care Line.

* Makes weekly HomeSafe Welcome Calls. Offers 10 Star Customer Service for any questions or concerns new HomeSafe borrowers may have.

* Makes proactive outbound calls to HS portfolio to make sure borrower knows Finance of America Reverse is their lender and is here to help at any time.

* Documents their conversations with borrowers accurately so that reporting can be generated.

* Provides other suggestions on how to help our HS borrowers achieve their retirement goals.

* Performs other duties as assigned.

**EDUCATION - REQUIRED**

* High School Diploma

**EXPERIENCE/SKILLS**

* Strong root cause analytical skills.

* Effective verbal and written communication skills with internal and external customers.

* Intermediate to advanced experience in Microsoft Office with strong emphasis on Excel.

* Strong professional and interpersonal communication skills both verbally and through written correspondence.

* Advanced problem solving, multi-tasking and organizational skills with strong attention to detail.

* Ability to analyze data and make recommendations on how to improve trends.

* Provide alternative solutions by utilizing research, analysis, and problem solving tools and techniques.

* Ability to work independently with minimal direction

* Ability to speak, read, and write in Spanish is a plus, but not required

**Additional Information**

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.

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