Customer Experience Specialist I A --- re you an experienced CustomerService professional motivated to leverage a customer centric approach to assisthome owners in a highly visible position? LoanCare, one of the leading national providers of full servicesubservicing and interim subservicing in the mortgage industry, seeks anindividual with a history of progressive experience delivering service thatexceeds expectations in a growing and inspiring industry. The ideal candidatewill be a dynamic individual who rigorously advances our mission whileconsistently delivering exceptional service. If you possess presence andconfidence in your ability to promote our core values of entrepreneurship andempowerment, now is the time to join our team and become a part of somethingbig. ** ** *A DAY IN THE LIFE ** ** ** In this role, you will * Assist homeowners with routine or complex issues and requests, in a callcenter 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 helps your peers, your team, and all around youbecause you are highly driven and lead by example * Analytical ability to apply data and information to allprocesses and solutions * Ability to provide consistent engagement in customer and brandexperience WHO WE ARE ** ** _About us _ _ _ LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry. LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law. ** ** ** ** ** ** DETAILED JOB DUTIES * Handle inbound and outbound calls from customers in a fast-paced environment, while maintainingestablished performance metrics expectations and delivering quality service toour customers * Take ownership of the Customer Experience, as well as demonstrate attributesin accordance with the LoanCare Brand Experience expectations * Utilize good judgment and understanding of process and procedures toeffectively make decisions to resolve customer issues * Obtain and evaluate all relevant informationto handle inquiries and complaints accurately and efficiently * Accurately track and document all communications with customers toprovide a detailed history of contact * Assist with identifying root causes andexplain the best solution to resolve customer concerns in an expedient manner * Achieve monthly individual and team based targetedperformance goals * Follow escalation procedures to address customer concerns requiringadditional research or resources to resolve * Direct requests and unresolved issues to thedesignated resource * All other duties as assigned MINIMUM QUALIFICATIONS * High school diploma, general education degree or equivalent * 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 ** ** WORK CONDITIONS ** ** Working conditions are normal for an office environment.Ability to attend work and be productive during normal business hours and towork early, late or weekend hours as needed for successful job performance. ** ** EQUAL OPPORTUNITYPOLICY ** ** 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. Essential functions are thebasic job duties that an employee must be able to perform, with or withoutreasonable accommodation. ** ** ** ** ESSENTIAL FUNCTIONS ** ** *Overtime *Requiredas necessary ** ** C*ritical Thinking ** Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. R*eading 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. Acti*ve Learning ** Understanding the implications of new information forbothcurrent and future problem-solving and decision-making. A*cti*ve 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. I*nstructing ** Teaching others how to do something. *Judgment and Decision Making ** Considering the relative costs and benefits of potential actions to choose the most appropriateone. T*im*e Management ** Managing one's own time and the time of others. W*riting ** 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. D*eductive Reasoning *The ability to apply general rules to specific problems to produce answers thatmake sense. P*roblem 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. W*ritt*en Comprehension *The abilitytoread and understand information and ideas presented in writing. I*nductive Reasoning *The ability to combine pieces of information to form general rules or conclusions (includes finding arelationship among seemingly unrelated events). I*nformation 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). N*ear 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. S*peech Recognition *The ability to identify and understand the speech of anotherperson. S*peech Clarity *The ability to speakclearlysoothers can understand you. ** ** ** ** *PHYSICAL DEMANDS ** ** ** Si*tt**i**n*g up to 95% of time ** Walking up to 5% oftime* Occasional standing, stooping, kneeling, crouching and reaching ** ** **Primary Location: **VA - Virginia Beach **Work Locations: ** **Job: **Operations All Other **Organization: **ServiceLink. **Job Posting: **Dec 31, 2018, 2:27:12 PM