Customer Care Specialist II

Position: Customer Care Specialist II

Location- Remote 

Pay: $20 - $23/hr. DOE

Incentives:  Quarterly bonus, shift differential, bilingual differential and award programs.

Class Start Date: Monday 9/22/2025

Training Schedule:  First four weeks Monday - Friday 10am-7pm CST; no time off can be approved during training period

Schedule after training:  Monday - Friday 12pm-9pm CST

*Must have Mortgage Servicing experience*

Position Summary: The Customer Care Specialist (CCS) is the primary point of contact for customers that have existing loans with New American Funding. The Customer Care Specialist is responsible for inbound calls regarding mortgage questions involving taxes, hazard insurance, escrow analysis, mortgage payments, principal curtailments, document copies, account balances, verification of mortgage, year-end tax information, methods of payment and payoffs. Customer Care Specialists participate in outbound calls regarding early-stage delinquency, Escrow, FEMA and Welcome calls.  Customer Care Specialists will respond to inquiries, complaints and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). Specialists will coach borrowers in the best ways to keep their loan current by offering ACH, Bi-weekly payments and self-serve options using the Servicing Digital mobile and web applications. The goal being to find a resolution that fits each borrower's circumstance. The Specialist is expected to analyze verbal requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.

Essential Duties and Responsibilities: 

• Handles phone calls from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines;
• Initiate early delinquency contact with borrower to discuss the reason for the delinquency and determine the borrower’s financial ability, intent, and recommend appropriate retention solutions, when appropriate;
• Assist with loan servicing website and mobile app payments, denied access and password resets;
• Assist borrowers with late charge waiver requests and other loan maintenance requests;
• Properly document each customer interaction in the MSP Mortgage Servicing System;
• Perform follow-up and research tasks to ensure problem resolution;
• Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing;
• Complete daily work activities to meet operational requirements and goals;
• Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.
• Other duties may be assigned.

Job Competencies:

• Ability to meet all required performance standards;
• Must work well under pressure, meeting multiple and sometimes conflicting deadlines;
• Must have demonstrated ability to collaborate and work well with others;
• Must have demonstrated ability to achieve goals;
• Excellent verbal and written communication and listening skills;
• Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry;
• Knowledge of MSP, recent experience working with MSP desirable;
• Good business writing and math skills;
• Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite.
• Bilingual (English/Spanish) a plus.

Core Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Interpersonal - Maintains confidentiality; Keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.
• Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Aligns work with strategic goals.
• Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Adapts strategy to changing conditions.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Asks for and offers help when needed.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.        

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

The ideal candidate should have (5+) years' experience in a mortgage servicing call center utilizing Black Knight’s Mortgage Servicing Platform (MSP). History of reliable attendance and ability to meet all required performance standards; Ability to work a schedule that includes some weekends; must be able to pass background investigation; High school diploma or equivalent required, bachelor's degree preferred.

Language Ability:

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 of organization.

Math Ability:

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.

Reasoning Ability:

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.

Computer Skills:

To perform this job successfully, an individual should have extensive knowledge of Black Knight’s Mortgage Servicing Platform (MSP), along with MS Word word-processing software; MS Excel spreadsheet software and Internet Explorer, and MS Outlook internet software.

Certificates and Licenses:

No certifications needed

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet to moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Must be able to lift up to ten pounds.  Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.  VISION:  See in the normal visual range with or without correction.  HEARING:  Hear in the normal audio range with or without correction.

EOE/M/F/D/V. Drug-free workplace.

Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S.

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