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Contractor Conversion - Customer Service Associate I

Location: Chandler, AZ, United States
Req ID: 016371

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.

With a relentless focus on providing quality solutions to our customers, Mr. Cooper has become one of the largest and fastest growing mortgage servicers in the United States with a servicing portfolio in excess of $400 billion and more than 2.4 million customers. With over 7,000 employees, our purpose is to keep the dream of home ownership alive. We are challengers of convention. We are champions for our customers. We are cheerleaders for our team.  Be a part of the fun as we aim to be the game changer of the industry.

The Customer Service Representative is responsible for the overall experience of our internal and external customer's experience by providing outstanding service; we believe in treating our customers the way you treat your own family and friends. While ensuring the customer’s needs are satisfied, there are opportunities to receive monthly incentive bonuses from your outstanding service to the customer. For this job, we are looking for driven people who enjoy helping others! 

ESSENTIAL JOB FUNCTIONS

  • Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances including delinquency.
  • Responsible for prompt and accurate response to customer’s mortgage servicing questions and concerns.
  • Assists borrowers with late charge waiver, due date change, and other loan maintenance requests.
  • Essential job functions include, contacting borrower, primarily by phone, to assess their current financial situation. Evaluating borrower for full payment or workout options. May skip-trace to find and collect on delinquent accounts. Working with management team to identify problems and improve recovery efforts.
  • Meet Quality Assurance requirements and other key performance metrics.
  • Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
  • Must possess and be able to demonstrate strong influencing and closing skills.
  • Input data and verify information as it pertains to processing telephone draft payments.
  • Provide customers with information about company products and services to generate additional revenue through product referrals.
  • Properly document each customer interaction in the servicing system.
  • Perform follow-up and research tasks to ensure problem resolution.
  • Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets.
  • Other duties as assigned.


EDUCATION / EXPERIENCE REQUIREMENTS

  • A high school diploma or state accepted equivalency is required
  • Understanding of federal and state mortgage servicing requirements, standards and servicing processes preferred.
  • Minimum of 1 years experience of mortgage customer service background or customer service experience in a banking or financial services environment preferred (and/or) minimum of 1 year’s collections experience in related areas i.e. auto, bankcard, consumer finance, or mortgage collections environment preferred. Minimum of 1 year’s experience of customer service/call center experience considered.

*The ability of being flexible to work any 8 hour shift between the hours of 7am-8pm M-TH, 7am - 6pm on Fridays, also Saturday rotations is essential.

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:

016371

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

The Customer Service Representative is responsible for the overall experience of our internal and external customer's experience by providing outstanding service; we believe in treating our customers the way you treat your own family and friends. While ensuring the customer’s needs are satisfied, there are opportunities to receive monthly incentive bonuses from your outstanding service to the customer. For this job, we are looking for driven people who enjoy helping others!
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