Loan Service Call Center Representative

The company provides loan servicing for mortgage loans with compliance requirements secured by commercial multi-family and single-family dwellings, including houses, condominiums, townhouses, and co-op units. Most of these loans are public funding from local government general funds and HUD’s HOME, DDBG, or other programs.

The position is responsible for positively interacting with loan borrowers. The Representative provides information about individual and multi-family loans, responds to customer complaints and inquiries, and processes other loan requests. The individual will interact with customers positively, confidently, and congenially. Responsibilities also include completing the required tasks within the desired deadlines daily, weekly, monthly, and annual. Individuals must be results-oriented, organized, display excellent customer service and communication skills, and work well in an environment with firm deadlines. This person may also be required to research and prepare reports regarding general business and projects.

• Delinquency and default loan management
• Payment processing
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Borrower communication via inbound and outbound calls
• Serve as the main point of contact for borrowers, who call the center to make payments or inquire about all other aspects of their loans.
• This responsibility also includes outbound collection calls to borrowers to solicit payments
• Make and receive calls and correspondence from borrowers in various stages of default to assist these borrowers
• Serve as the main point of contact for all incoming calls and correspondence from borrowers, authorized third parties, municipal and authorized legal entities (such as but not limited to judges, courts, and other licensed agents).
• Review legal documents to collect information necessary to complete the tasks
• Utilize loan servicing platform to identify borrowers, determine delinquency status, manage payments, and enter detailed notes for compliance

Qualifications:

Technical troubleshooting experience and an understanding of Windows-based PC hardware and Software.

Ability to work in a fast-paced environment

Ability to navigate multiple internet-based applications simultaneously

Excellent verbal and written communication skills

Monday – Friday 8:30 am to 5:0 pm ET with a 30-minute lunch and two15 15-minute breaks.

## Requirements

- Proficiency in English; multilingual abilities are a plus, especially in Spanish

- Strong communication skills with the ability to effectively communicate over the phone

- Previous experience in customer service or a call center environment is beneficial

- Ability to handle high call volumes while maintaining professionalism

Job Type: Full-time

Pay: $18.50 - $21.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Call center: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• Spanish (Preferred)

Ability to Commute:

• Washington, DC 20011 (Preferred)

Work Location: In person