Phoenix Staffing
Senior Customer Service Representative
We are looking for a dedicated and experienced Senior Customer Service Representative to join our team in Phoenix, Arizona. In this role, you will play a pivotal part in assisting homeowners by providing exceptional service and resolving financial challenges. This is a long-term contract position offering the opportunity to contribute to a fast-paced and dynamic environment while championing positive homeowner experiences. Responsibilities: Provide personalized assistance to homeowners facing financial difficulties, building trust and negotiating payment arrangements to ensure customer satisfaction. Accurately document all collection activities, including inbound and outbound communications, using the company's platform. Coordinate and submit account modifications, forbearances, extensions, and repayment plans to support homeowners. Offer guidance and mentorship to other team members, leading key departmental initiatives and projects as needed. Collaborate closely with internal teams, including Loan Administration and Default Servicing, to address account discrepancies and resolve issues. Conduct skip tracing and loan calculations, such as amortization schedules and simple interest, to ensure accurate account management. Identify opportunities for process enhancements and recommend improvements to optimize workflows. Maintain compliance with industry regulations and handle sensitive documentation with the utmost confidentiality. Utilize workforce tools and partner with workforce management teams to improve operational efficiency. Requirements: A minimum of 3 years of experience in collections, with a strong background in customer service. Proficiency in skip tracing and conducting loan calculations, including amortization schedules and simple interest. Familiarity with tools such as Google Suite, Zendesk, Salesforce, and other workforce management systems. Demonstrated ability to handle sensitive documentation and maintain confidentiality. In-depth knowledge of industry regulations and compliance standards. Exceptional time management skills and the ability to prioritize tasks effectively. Strong interpersonal skills and the ability to assess and meet homeowner needs. Experience in call center customer service with a focus on soft-pay collections and superior problem-solving capabilities.
We are looking for a dedicated and experienced Senior Customer Service Representative to join our team in Phoenix, Arizona. In this role, you will play a pivotal part in assisting homeowners by providing exceptional service and resolving financial challenges. This is a long-term contract position offering the opportunity to contribute to a fast-paced and dynamic environment while championing positive homeowner experiences. Responsibilities: Provide personalized assistance to homeowners facing financial difficulties, building trust and negotiating payment arrangements to ensure customer satisfaction. Accurately document all collection activities, including inbound and outbound communications, using the company's platform. Coordinate and submit account modifications, forbearances, extensions, and repayment plans to support homeowners. Offer guidance and mentorship to other team members, leading key departmental initiatives and projects as needed. Collaborate closely with internal teams, including Loan Administration and Default Servicing, to address account discrepancies and resolve issues. Conduct skip tracing and loan calculations, such as amortization schedules and simple interest, to ensure accurate account management. Identify opportunities for process enhancements and recommend improvements to optimize workflows. Maintain compliance with industry regulations and handle sensitive documentation with the utmost confidentiality. Utilize workforce tools and partner with workforce management teams to improve operational efficiency. Requirements: A minimum of 3 years of experience in collections, with a strong background in customer service. Proficiency in skip tracing and conducting loan calculations, including amortization schedules and simple interest. Familiarity with tools such as Google Suite, Zendesk, Salesforce, and other workforce management systems. Demonstrated ability to handle sensitive documentation and maintain confidentiality. In-depth knowledge of industry regulations and compliance standards. Exceptional time management skills and the ability to prioritize tasks effectively. Strong interpersonal skills and the ability to assess and meet homeowner needs. Experience in call center customer service with a focus on soft-pay collections and superior problem-solving capabilities.