Job Description

Customer Service Specialist / Call Center

HYBRID Call Center / Customer Service rep responsible for providing excellent customer service by answering a large volume of incoming calls and third party inquiries regarding existing real estate mortgage loans. Will make some outbound calls to borrowers due for current month. $22 per hour + bonus potential after permanency. Shifts are Mon-Fri, 8:30am - 5:30pm OR 9:30am - 6:30pm. Must be able to work overtime when needed, including some shorter Saturday shifts as needed. Temp to perm.

Training in person in Westfield for 3 weeks then hybrid schedule of 1 week work in office and 3 weeks work from home on rotation.

Company Profile

• Financial service, mortgage/loan servicing firm.

What's in it for you?

• Benefits offered through Elwood for temp piece.
• Strong benefits package and bonus potential after permanency.

Customer Service Specialist / Call Center Details:

• Contract to Hire position
• $ 22.00 / hour
• First Shift ( Monday through Friday from 08:30am to 05:30pm )

• Answer incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.
• Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.
• Refer more complex or complicated calls to qualified team member.
• Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.
• Track, follow-up and complete customer call backs to ensure inquiry resolution.
• Collect payments whenever necessary and appropriate.
• Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.
• Knowledge of Fair Debt Collection Practices Act preferred.
• Knowledge of relevant and industry-specific computer software packages preferred.
• Basic negotiation skills.

Customer Service Specialist / Call Center Qualifications:

• Call center, customer service or collections experience
• Banking, Mortgage/Loan Servicing or financial services experience is very helpful
• High school diploma or relevant work experience
• Microsoft Word, Excel and Outlook skills
• Strong typing skills
• Bilingual skillset, English /Spanish a plus
• Must be able to work full 8 hours, Monday thru Friday and be open to overtime hours

We are an Equal Opportunity Employer and celebrate diversity at all levels of our organization.

Elwood Staffing Services, Inc.

Job Tags

Hourly pay, Permanent employment, Contract work, Temporary work, Work experience placement, Work at office, Monday to Friday, Shift work, Day shift

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