finseats

Analyst, Customer Care Center–Servicenew

PHH Corporation · Other

Apply on official site ↗
Save

 

 POSITION SUMMARY 

The role supports customer servicing operations by handling borrower inquiries, maintaining accurate loan information, and resolving customer concerns within defined servicing frameworks. The individual ensures delivery of a high-quality customer experience through effective communication, issue resolution, and adherence to service standards. The role contributes to operational efficiency, customer satisfaction, and compliance through informed decision-making and professional judgment. 

 JOB FUNCTION AND RESPONSIBILITIES: 

  • Handle loan-related customer inquiries through servicing channels, ensuring accurate, relevant, and timely information is provided to borrowers in accordance with defined guidelines. 

  • Evaluate customer interactions and update, amend, or maintain loan information in servicing systems, ensuring data accuracy and compliance. 

  • Assess, track, and resolve borrower complaints, applying judgment to determine appropriate resolution or escalation while ensuring effective closure. 

  • Utilize autodialing systems effectively to manage customer outreach while maintaining quality, compliance, and customer experience standards. 

  • Achieve defined productivity and contact targets, balancing efficiency with accuracy and service quality expectations. 

  • Demonstrate familiarity with customer relationship functions and servicing offerings to support informed and effective customer interactions. 

  • Take ownership of customer interactions and ensure end-to-end resolution or appropriate escalation of issues within defined frameworks. 

  • Drive solution-oriented outcomes impacting customer experience, operational efficiency, and cost effectiveness through proactive problem solving.

  • Contribute to process optimization and continuous improvement initiatives by identifying opportunities to enhance service delivery and efficiency. 

  • Exercise discretion within defined governance frameworks and represent the organization in customer interactions with professionalism and sound judgment. 

  • Perform miscellaneous job-related duties aligned with role responsibilities as required by the department. 

QUALIFICATION: 

  • Demonstrated customer service skills with the ability to manage customer interactions effectively. 

  • Fluent in English (verbal and written). 

  • Knowledge or experience in mortgage loan servicing preferred. 

  • Graduate degree preferred; undergraduate candidates must have at least 3-5 years of call center experience. 

  • Ability to utilize training, domain knowledge, and professional judgment to perform responsibilities independently and ensure high-quality outcomes. 

  • Strong communication, problem-solving, and interpersonal skills.

 WORK SCHEDULE OR TRAVEL REQUIREMENTS: 

 Scheduled shift changes because of business needs (associate must be flexible) 

Related finance jobs