Job Details of Customer Relations Call Center Specialist II

Job Description

The Customer Relations Call Center Specialist II is responsible for fielding in-bound calls from customers in the servicing of their mortgage and providing excellent customer service and knowledgeable responses to resolve customer concerns.

Responsibilities include:

• Field internal and external calls from the message center and respond to customer request within established timelines
• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently
• Compare and evaluate possible customer service solutions, and make recommendations to customers to best meet their needs
• Strong commitment to resolving customer issues while maintaining a high level of professionalism and customer service
• Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns
• Complete escrow analysis, account maintenance changes, payoff requests, and handles credit bureau disputes
• Adhere to operational controls including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets
• Ability to maintain composure with a friendly demeanor while discussing difficult and complex issues with discontent customers
• Handle escalated calls and act as resource for other agents
• Other duties as assigned

Job Requirements

• 2+ years of experience in Mortgage Servicing
• 2+ years of call center experience
• Experience working in MSP preferred
• Must be able to work in a high volume call center with frequent distractions
• Excellent customer service skills
• Proficient in Microsoft Office
• Provide quality interactions with internal and external sources
• Able to input data and verify information
• Ability to communicate extensively, effectively and empathetically to our customers
• Excellent analytical, organizational, and problem-solving skills
• Ability to execute and prioritize multiple tasks
• Demonstrated professionalism
• Must be an efficient and effective listener

This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Founded in 1952 as Fort Worth Mortgage Corporation, today Colonial is a national, multi-service financial institution headquartered in Fort Worth, Texas. A federally chartered thrift, Colonial is one of the largest servicers of residential mortgage loans in the United States, with a servicing portfolio of $20 Billion. Colonial operates a network of six consumer/commercial banks located throughout North Central Texas.

Member FDIC | Equal Housing Lender | NMLS ID 401285