Coordinator, Customer Care Center Service

The primary responsibilities of this role include logging all borrower contacts into the loan servicing system, offering long-term resolutions to customers to resolve delinquency, using an autodialing system effectively to increase contact ratios, making the prescribed number of contacts during the daily work schedule, being familiar with customer relations functions and services offered, and performing additional job-related duties as assigned by the department manager. The ideal candidate for this position should possess strong customer service skills, be fluent in English, have knowledge and experience in mortgage loan servicing (desirable but not required), hold a graduate degree (preferred), and have at least 6 months of call center experience if an undergraduate. The working schedule for this role requires flexibility to work in US timings. The call center operates Monday to Friday from 8:00 am to 9:00 pm EST and on Saturdays from 8:00 am to 5:00 pm EST. Employees must have a stable internet connection (>50 MBS speed) while working from home and should be located at the base office site at all times during remote work. The business model is currently hybrid, with employees working from the office and/or home as per the schedule. Initial training and production days will be conducted from the office for at least 6 months until consistent production/performance targets are met. Employees should be adaptable to scheduled shift changes and changes in skill set from customer service to customer resolutions based on business requirements.,