Digital Customer Experience Specialist I

  • LoanCare
  • Moon Township, PA, USA
  • Jun 25, 2019
Full time Computer/Tech/Internet Customer Service/Call Center

Job Description

Are you an experienced Help Desk, Technical Services or Customer Service professional motivated to leverage a customer centric approach to assist users with website, mobile application and other technology solutions?  LoanCare, one of the leading national providers of full service subservicing and interim subservicing in the mortgage industry, seeks an individual with a history of progressive experience delivering service that exceeds expectations in a growing and inspiring industry. The ideal candidate will be a dynamic individual who rigorously advances our mission while consistently delivering exceptional service. If you possess presence and confidence in your ability to promote our core values of entrepreneurship and empowerment, now is the time to join our team and become a part of something big.

 

A DAY IN THE LIFE

 In this role, you will…

 

  • Assist homeowners with routine or complex issues and requests pertaining to our website, mobile application or other technology solution, in a call center environment
  • Use an advanced telephony system
  • Explain technology process information verbally, as well as via email
  • Assist homeowners with website and mobile application issues including but not limited to, login assistance, password resets, and other technical issues
  • Make decisions to resolve customer issues
  • Navigate and enter data on a computer platform
  • Provide exceptional customer service

 

 

WHO YOU ARE

 You possess …

 

  • Enjoy speaking to customers over the phone and strong written communication skills
  • Internet and mobile application savvy and the ability to assist others in navigating through these platforms
  • Desire to helps your peers, your team, and all around you because you are highly driven and lead by example
  • Analytical ability to apply data and information to all processes and solutions
  • Ability to provide consistent engagement in customer and brand experience

  WHO WE ARE

 About us …

 LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states.  LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.

 

DETAILED JOB DUTIES

 

  • Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
  • Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare Brand Experience expectations
  • Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
  • Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
  • Accurately track and document all communications with customers to provide a detailed history of contact
  • Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
  • Achieve monthly individual and team based targeted performance goals
  • Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
  • Direct requests and unresolved issues to the designated resource
  • All other duties as assigned

 

 

MINIMUM QUALIFICATIONS

 

  • High school diploma, general education degree or equivalent
  • Two (2) years of Call Center, IT or Help Desk experience preferred
  • Knowledge of customer service principles and practices
  • Excellent communication skills
  • Attention to detail and accuracy
  • Problem-solving skills and problem analysis
  • Basic website navigation and technology product knowledge preferred

  

WORK CONDITIONS

 Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.

 ESSENTIAL FUNCTIONS

 Overtime – Required as necessary

 Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

 Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

 English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

 Speaking — Talking to others to convey information effectively.

 Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

 Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

 Instructing — Teaching others how to do something.

 Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

 Time Management — Managing one's own time and the time of others.

 Writing — Communicating effectively in writing as appropriate for the needs of the audience.

 Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

 Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

 Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension — The ability to read and understand information and ideas presented in writing.

 Inductive  Reasoning  —  The  ability  to combine  pieces  of  information  to form  general  rules  or  conclusions  (includes  finding  a relationship among seemingly unrelated events).

 Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

 Near Vision — The ability to see details at close range (within a few feet of the observer).

 Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

 Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

 Speech Recognition — The ability to identify and understand the speech of another person.

 Speech Clarity — The ability to speak clearly so others can understand you.

  

PHYSICAL DEMANDS

Sitting up to 95% of time

Walking up to 5% of time

Occasional standing, stooping, kneeling, crouching and reaching

 

 EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY

LoanCare is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.