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About the Role
The Customer Care Specialist (CCS) is the primary point of contact for customers with existing loans at New American Funding. The CCS handles inbound calls regarding mortgage inquiries such as taxes, insurance, escrow, payments, and account information. They also participate in outbound calls for delinquency, escrow, FEMA, and welcome communications. Specialists coach borrowers on payment options and use of servicing applications to resolve issues and maintain loan currency.
Responsibilities
- Handle customer phone calls according to department policies, government, and investor guidelines.
- Provide prompt and accurate responses to mortgage servicing questions and concerns.
- Ensure borrower inquiries, disputes, and complaints are handled within specified timelines and CFPB Guidelines.
- Initiate early delinquency contact to discuss reasons for delinquency and recommend retention solutions.
- Assist with loan servicing website and mobile app payments, access issues, and password resets.
- Assist borrowers with late charge waiver requests and other loan maintenance.
- Document customer interactions in the MSP Mortgage Servicing System.
- Perform follow-up and research tasks for problem resolution.
- Minimize customer impacts and ensure positive interactions with mortgage servicing.
- Complete daily work activities to meet operational requirements and goals.
- Comply with all applicable mortgage industry laws, rules, regulations, investor requirements, and CFPB Servicing Guidelines.
- Other duties may be assigned.
Requirements
- Bilingual Spanish Required.
- Knowledge of mortgage industry terminology, concepts, practices, and procedures.
- Knowledge of and recent experience working with MSP.
- Ability to meet all required performance standards.
- Ability to work under pressure and meet multiple, sometimes conflicting, deadlines.
- Demonstrated ability to collaborate and work well with others.
- Demonstrated ability to achieve goals.
- Excellent verbal and written communication and listening skills.
- Good business writing and math skills.
- Strong PC skills, proficient in MS Windows, MS Outlook, and MS Office Suite.
- Ability to verify identity and employment eligibility to work in the U.S.
- Must be able to pass background investigation.
- Ability to work a schedule that includes some weekends.
- Must be able to lift up to ten pounds.
- Ability to stand or sit for prolonged periods.
- Ability to occasionally stoop, bend, kneel, crouch, reach, and twist.
- Ability to lift, carry, push, and/or pull light to moderate amounts of weight.
- Ability to operate office equipment requiring repetitive hand movement and fine coordination, including keyboard use.
- Ability to verbally communicate to exchange information.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
- Extensive knowledge of Black Knight’s Mortgage Servicing Platform (MSP).
- Proficiency in MS Word, MS Excel, and MS Outlook.
Skills
- Bilingual Spanish
- Mortgage Servicing
- MSP (Mortgage Servicing Platform)
- Customer Service
- Problem Solving
- Interpersonal Skills
- Oral Communication
- Team Work
- Written Communication
- Quality Management
- Business Acumen
- Diversity Awareness
- Ethics
- Organizational Support
- Strategic Thinking
- Adaptability
- Attendance/Punctuality
- Dependability
- Initiative
- Judgment
- Planning/Organizing
- Professionalism
- Quantity Management
- Safety and Security
- MS Windows
- MS Outlook
- MS Office Suite
- MS Word
- MS Excel
- Internet Explorer
Location
- Onsite if located within 30 miles of Austin, TX or Santa Ana, CA
- US Remote if located outside of 30 miles of Austin, TX or Santa Ana, CA
Work Type
- Onsite
- Remote
- Full-time
Experience Level
- 5+ years of experience in a mortgage servicing call center utilizing Black Knight’s Mortgage Servicing Platform (MSP)
Education Level
- High school diploma or equivalent required
- Bachelor's degree preferred
Salary/Compensations
- $20 - $24/hr.
Benefits
- Quarterly bonus
- Shift differential
- Bilingual differential
- Award programs
About the Company
- New American Funding recruiters may contact candidates through LinkedIn, phone, text message, or email.
- Official email communications will come from an address ending in @nafinc.com.
- We will only request sensitive personal information through our secure application and onboarding systems – not through email, social media, text message, or instant messaging.
- New American Funding will never request payment from candidates at any stage of the recruiting process.
Equal Opportunity
- EOE/M/F/D/V.
- Drug-free workplace