CUSTOMER CARE LOAN SERVICING PHONE AGENT

Customer Care Loan Servicing Phone Agent

Phoenix, AZ Summary

As a Customer Solutions Professional (CSP) in our Servicing unit, you shall be responsible for providing extraordinary customer service while handling a wide variety of contacts (both verbal and in writing) and questions from customers regarding consumer loan account status.

A CSP will also be responsible for meeting quality requirements generating revenue in order to achieve monthly goals by contacting customers and obtaining the best arrangements on past due accounts.

Essential Functions

• Provide quality-driven, empathy-based customer service using a variety of contact methods to customers pre- and post-funding for several loan products, including helping with applications, servicing current and early-stage delinquent accounts, obtaining / negotiating payments, reviewing documents, and handling general servicing inquiries
• Assist and encourage customer in setting up auto pay and utilization of automatic clearing house payment methods to ensure customers stay current
• Handle a high volume of calls / emails / chats / texts in a fast-paced environment and ensure customers are served in a timely manner
• Provide remarkable customer service with empathy, problem solving, and mastery of products and services; leave customers better off than when you found them
• Communicate effectively with customers both verbally and in writing; document responses accurately in company systems.
• Responsible for all general servicing and support functions, including customer inquiries, collections, correspondence, research, problem resolution, taking payments and updating demographic data
• Ensure compliance in accordance with company guidelines and internal policies

Qualifications and Skills

• High School Diploma
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Demonstrates interpersonal skills with ability to build rapport quickly
• Demonstrates strong organizational skills with the ability to prioritize workload and multi-task while maintaining strong attention to detail
• Goal driven and results oriented with strong negotiation skills
• Articulate and professional in all communications; Bilingual (English and Spanish) skills a plus
• Demonstrated ability to work in a fast-paced environment
• Demonstrates the ability to use sound judgement and discretion regarding confidential information
• Prior experience in customer service, collections and servicing preferred
• Experienced in guiding customers using technology tools and systems.
• Experience and Ability to handle dual monitors, using multiple programs and systems.
• Successfully completes regulatory and job training requirements.

Work Environment / Computer / Internet Requirements

This job normally operates in a call center within a professional office environment. Due to COVID-19, RTR has institute a Work From Home program for all call center phone positions.

• Private, quiet workspace or home office free from distraction
• Access to laptop or desktop with Microsoft Windows 10 Operating System
• Reliable high-speed internet (minimum 10MB download and upload speed); such as Cable or Fiber.
• Reliable smart phone or tablet that has the ability to download and run the Microsoft Authenticator App.

Position Type / Expected Hours of Work

This is a full-time position; extended work hours may be required as dictated and / or approved by management and business needs.

Temporary Requirements to WORK REMOTE!

Must have full functioning at home Internet

Must have a smart phone

Must have a designated work space

COVID-19 Precautions : All employees are required to wear a mask if they are unable to social distance onsite and common surfaces are sanitized regularly.

Because RTR new hires may be required to be available for onsite training or as required by state regulators or clients to do work in a call center, they must be fully vaccinated for COVID-19 to ensure compliance with enhanced health and safety protocols, and to keep themselves and others safe and free from illness.