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Consumer Solutions Specialist


Consumer Solutions Specialist

Virginia Beach, VA
Full Time
  • Responsibilities

    Consumer Solutions Specialist A --- re you ready to take your career tothe next level? LoanCare, one of the topproviders in the mortgage services industry, seeks an individual with a solidwork history in the mortgage or real estate industry, to join our team as an ­­­ConsumerSolutions - Specialist 1. The ideal candidate will enjoy workingwith clients, both internal and external; be detail oriented; and is driven tomeet tight deadlines in a fast paced environment. If you are ready for a careerand not just your next job, now is the time to join our team and become a partof something big. A DAY IN THE LIFE * * * *_In this role, you will _ * * * Be an integral member of a serve-first environment wheresuggestions are welcome, communication is open, and your contributions arevalued. * Maintain the companys highest objective to provide exceptionalservice by satisfying customer requests. * Work behind the scenes to research and resolve complex customerinquiries, adjust accounts, and preserve records used to verify account-relatedupdates. * Identify trends in the departments processes, alert managementto changes in trends, and propose suggestions to solve problems and improve ourprocesses. * Assist team members across the customer service division inorder to reduce additional workload. * Reinforce our brand by serving customers, addressing colleagues,and executing tasks with a high degree of professionalism. * Assist in shaping a rapidly-evolving work arena for asub-servicing industry leader committed to helping customers maintain theirhomes. WHO YOU ARE * * _You possess _ _ _ * * * A positive demeanor! * A team spirit! You areexcited to engage with other members of the organization in an open,collaborative, customer-focused environment. * Flexibility. You have a high comfort level switching betweentasks in order to reduce work volume. * A commitment to accuracy. Youll regularly tackle high volumes and a workload that often includesa diverse array of tasks. * A sense of urgency. Youll be able to complete tasks according to department standards andreduce the volume of our departments pipeline. * Think with vision. Understand how new technology can serve and implement our work. Enthusiastic about the forefront of industrychange in a constantly evolving environment. Speaks to future required skills **WHO WE ARE * * _About us _ LoanCare, a ServiceLink company, is aleading national provider of full service subservicing and interim subservicingto the mortgage industry and has offered its expertise and best practices inproviding servicing solutions for others since 1991. At the present time,LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasonedloan servicing team with senior managers averaging nearly 30 years ofexperience in the mortgage and financial services industry. _ _ LoanCare is an Equal Opportunityemployer. All qualified applicants will receive consideration for employmentwithout regard to race, color, religion, sex, age, disability, protectedveteran status, national origin, or any other characteristic protected byapplicable law. JOB SUMMARY Thisposition is primarily responsible for administrative support to the CustomerService Specialist and to assist our clients and borrowers by researching andresponding to inquiries pertaining to mortgage loan servicing and other generalconcerns, including: * * ESSENTIALDUTIES AND RESPONSIBILITIES * * * Provide information to inquiries aboutmortgage products and services * Obtain and evaluate all relevant informationto handle inquires and complaints * Research and resolve customer payment dispute * Process all customer service task * Work all MECU task and reporting * Responsible for processing all incomingCustomer Service received and returned mail * Date stamp and log items into Fidelity system * Process payoff request and reports * Correspond to all inquiries received throughLivePerson and Rightfax * Back up support for Customer Service CallCenter when needed * Type and fax as needed * Maintain file for completed research items * Communicate recognized trends to managementfor process improvement * Handle miscellaneous administrative functions * All other duties assigned MINIMUMQUALIFICATIONS * * * High school diploma or GED * 2 years of experience in project management * 3 years of experience in Customer Service * General knowledge of mortgage lending/servicing industry * Must be flexible, organized and have the ability to manage andprioritize daily assignments to include conducting preliminary surveysnecessary for research, looking up data and finding research material for thestudy and ensure accuracy of the information being researched. * Analytical with the ability to detect problems in workflow * Strong conflict resolution skills * General knowledge of mortgage lending/servicing industry * Ability to multitask on various items while meeting strict timelines anddeadlines. * Candidates must have knowledge of office methods and procedures * Candidates should have the ability to handle standard office equipment(e.g. personal computer, calculator, copier, facsimile machine, scanner,microfilm reader, etc.) * Candidates should be able to use common office suite software (MicrosoftOffice Products) WORKCONDITIONS * * Working conditions are normal for an office environment. Must have the abilityto attend work and be productive during normal business hours and to workearly, late or weekend hours as needed for successful job performance. Overtimerequired as necessary. Some travel may be required. ESSENTIAL FUNCTIONS Overtime Requiredas necessary * * **Critical Thinking * Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. *Reading Comprehension * Understandingwritten sentences and paragraphs in work related documents. *English Language * Knowledge of the structure and content of the English languageincluding the meaning and spelling of words, rules of composition, and grammar. *Speaking * Talking to others to convey information effectively. *Active Learning * Understanding the implications of new information forbothcurrent and future problem-solving and decision-making. *Active Listening * Giving full attention to what other peopleis saying, taking time to understand the points being made, askingquestions as appropriate, and notinterrupting at inappropriate times. *Instructing * Teaching others how to do something. *Judgment and Decision Making * Considering the relative costs and benefits of potential actions to choose the most appropriateone. *Time Management * Managing one's own time and the time of others. *Writing * Communicating effectivelyin writing as appropriate for the needs of the audience. *Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Deductive Reasoning The ability to apply general rules to specific problems to produce answers thatmake sense. Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, onlyrecognizing there is a problem. Written Comprehension *The abilitytoread and understand information and ideas presented in writing. *Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding arelationship among seemingly unrelated events). Information Ordering * The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g.,patterns of numbers, letters, words, pictures, mathematical operations). *Near Vision *The ability to see details at close range (within a few feet of the observer). *Oral Comprehension *The abilitytolisten to and understand information and ideaspresented through spoken words and sentences. * * *OralExpression *The ability to communicate information and ideas in speaking so others will understand. *Speech Recognition The ability to identify and understand the speech of anotherperson. Speech Clarity The ability to speakclearlysoothers can understand you. PHYSICAL DEMANDS * *Sitting up to 95% of time * *Walking up to 5% oftime* *Occasional standing, stooping, kneeling, crouching and reaching* * * *E**QUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY LoanCare is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment withoutregard to race, color, religion,sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law. * * *Primary Location: *VA - Virginia Beach *Work Locations: * *Job: *Operations All Other *Organization: *ServiceLink. *Job Posting: *Dec 27, 2018, 11:15:46 AM

  • Industry
    Financial Services