Customer Experience Specialist

Compensation

: $150,470.00 - $150,470.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



Customer Experience Specialist

LoanCare, a ServiceLink Company, is expanding quickly and has a great opportunity as a Customer Experience Specialist. Our office is located in Moon Township, Pa. near the Pittsburgh International Airport.

During the stay at home order; our company is working remotely from home. Once the campus is reopened, all employees will report back to 1200 Cherrington Parkway Moon Township Pa 15108.

We provide 4 weeks of training with our corporate training department. Equipment will be provided to all new hires while working remotely.

We Offer:

  • COMPETITIVE COMPENSATION
  • PAID TRAINING and DEVELOPMENT
  • STRONG BENEFIT PACKAGE
  • ONSITE CAFE, GYM, GAME ROOM, MARKETC, WEEKLY YOGA CLASSES
  • OPPORTUNITY TO GROW YOUR CAREER QUICKLY
  • PAID TIME OFF
  • COMMUNITY INVOLVEMENT

In this role, you will

  • Assist homeowners with routine or complex issues and requests, in a call center environment
  • Use an advanced telephony system
  • Explain mortgage based process information
  • Make decisions to resolve customer issues
  • Navigate and enter data on a computer platform
  • Provide exceptional customer service

WHO YOU ARE
You possess

  • Enjoy speaking to customers over the phone
  • Understanding of mortgage servicing: escrow, taxes, payment application
  • Desire to help your peers, your team, and all around you because you are highly driven and lead by example
  • Analytical ability to apply data and information to all processes and solutions
  • Ability to provide consistent engagement in customer and brand experience

DETAILED JOB DUTIES

  • Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
  • Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare brand experience expectations
  • Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
  • Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
  • Accurately track and document all communications with customers to provide a detailed history of contact
  • Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
  • Achieve monthly individual and team based targeted performance goals
  • Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
  • Direct requests and unresolved issues to the designated resource
  • All other duties as assigned

MINIMUM QUALIFICATIONS

  • High School Diploma or equivalent required
  • Two (2) years of Call Center or Customer Service experience preferred
  • Knowledge of customer service principles and practices
  • Excellent communication skills
  • Attention to detail and accuracy
  • Problem-solving skills and problem analysis
  • Basic mortgage product knowledge preferred

Why Work At LoanCare?

Hear from our employees:

The office is new, modern, clean and beautiful. The people are professional and respectful, we all help each other. The management team is incredible, very patient and helpful, always ready to answer any questions we have. I have accomplished so much since I have been here. Coming from a non-mortgage background, I can say with the training and determination of everyone and me being a very driven person, I feel like I can succeed here at LoanCare and achieve great things. Akouvi

'I am a Customer Experience Specialist at LoanCare and I ve been here since May, 2019. The thing I like most about working at LoanCare is the endless opportunities and positive work atmosphere. I have worked many jobs in the past and this is, by far, the job that has provided the most rewarding challenges, both personal and professional. I feel as though the Management Team here at LoanCare that truly cares about your personal growth and ensures that you are surround by positive influence at all times. I can say it is the best job I have had!' - Christine S


Associated topics: assist, client, desktop, information technology, service, technical, technician i, technician iii, technician iv, technology * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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