Customer Service Representative

This position is responsible for directing all activities necessary to resolve escalated customer issues and answer inquiries that are received from internal partners and customers, in a timely, efficient, accurate and professional manner. Issues received can include prime and non-prime mortgage loans, and home equity loans and lines of credits.

The Escalation Representative will investigate, resolve and respond to all internal and external customer complaints and inquiries received via phone or correspondence (mail or email).  The steps to resolution are dependent on the type of complaint which include late charge or fee disputes, payment arrangement disputes, deferment or extension disputes, reinstatement or property disputes.

This person in this role is responsible for appropriately interpreting company policies and procedures when necessary, integrating the information into the response to customers. He or she will provide necessary information to the customer or authorized 3rd party for problem resolution, clearly explaining procedures and dealing with difficult customer interactions by focusing on problem resolution. This person will also collaborate with Loan Servicing Specialists if further research is required.

Employees in this role will be evaluated on:

• Customer Service Experience (ACE)
• Repeat Calls (24hr and 7-day resolution)
• Average Handle Time (AHT)

Our highest-performing employees will:

• Handle customer requests professionally and sympathetically
• Exceed client and company performance expectations
• Maintain customer account information and records
• Participate actively on a team working together to solve customer issues
• Interact with client departments when escalations are required

Our most successful candidates will have:

• A Customer Service background
• Familiarity with HUD Mortgage Servicing requirements and HECM loan program
• Knowledge of lending institutions, mortgage servicing activities and HUD regulations governing home mortgage programs
• An Upbeat, high energy, enthusiastic attitude
• Strong customer focus
• The ability to handle stress, show empathy and not take difficult customers personally
• Basic computer knowledge and typing ability
• Strong multi-tasking ability
• Bi-lingual English/Spanish is a plus

Skills/Education:

• High School Diploma or equivalent is required
• Minimum of 2 years’ experience in a mortgage-servicing environment
• Must be self-motivated, detail-oriented, organized and flexible with the ability to learn client-driven material
• Demonstrates ability to work in a team environment accepting responsibility for decisions and how results may impact team
• Strong written and verbal communication skills
• Proficient in Microsoft Office, internet, basic PC and keyboarding skills with the ability to type 30 wpm and to use multi-task applications as required
• Has willingness and ability to adhere to Sutherland’s policies and procedures

Sutherland is a drug free workplace.

HIVE093 18000875