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Escalation Customer Service Specialist I - Bilingual

Location: Chandler, AZ, United States
Req ID: 011111

Job Description

Description

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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

Responsible for handling escalated in-bound calls from customers and third parties regarding all general servicing questions. The Escalation Customer Service Specialist will also make outbound calls along with working directly with the borrower to determine the best possible method to permanently resolve their issue.

Scope Responsibilities:

  • Demonstrates Mr. Cooper values to external and internal customers, vendors, agencies and investors.
  • Trusted to manage time, priorities and resources to achieve goals.
  • Operates under general supervision.
  • Builds strong relationships with team and manager.
  • Generates new ideas to problems and solutions.
  • Bachelor's degree generally preferred or equivalent years of experience
  • Mortgage and Financial Services experience a plus.
  • Meets the requirements and expectations of the customer; acts with the customer in mind.
  • Possesses clear and professional verbal and written communication skills which are used both internally and externally.
  • Proficiency with MS Office with particular emphasis on MS Word, Excel and PowerPoint. Exposure to mortgage-specific software.
  • Accurate reporting with introduction to data analytics.
     

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

011111

Job Category:

Servicing

Primary Location City:

Chandler

Primary Location Region:

Arizona

Primary Location Postal Code:

85286

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Servicing

Additional Posting Location(s):

Alternate Requisition:

No

Summary

Responsible for handling escalated in-bound calls from customers and third parties regarding all general servicing questions. The Escalation Customer Service Specialist will also make outbound calls along with working directly with the borrower to determine the best possible method to permanently resolve their issue.
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