Call Center - Mortgage - Collections and/or Bilingual

The Call Center Professional is responsible for handling all levels of mortgage servicing calls in a blended environment (inbound and outbound), efficiently, professionally and in a courteous, friendly manner. These positions are responsible for executing excellent listening, problem resolution and communication skills (verbal / written) and bilingual professionals are required to be proficient in English and Spanish (verbal and written).

• Handles all levels of mortgage servicing inquiries (i.e. payments, escrow analysis, insurance and tax)
• Responsible for providing first call resolution, fully resolving disputes, and performs root cause analysis
• Researches and resolves customer issues / inquiries via the phone, email and written correspondence
• Ability to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity
• Promotes products and services with focus on customer satisfaction and retention
• Collaborates with internal resources to provide solutions to customers
• Responsible for process improvements in daily duties
• Completes other duties and projects as assigned by the supervisor / manager
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.