Williane Yarro

Customer Care Expert

Select Portfolio Servicing

06.2021 - 06.2023

Job Title: Customer Care Expert
Company: Select Portfolio Servicing (SPS)
Location: Utah
Job Type: Full-time
About SPS Company:
Select Portfolio Servicing (SPS) is leading mortgage servicing company dedicated to providing exceptional customer care and support. Specialize in helping customers manage their mortgage and loan accounts, offering personalized solutions and seamless experience.
Responsibilities:
- Serve as primary point of contact for customers, handling inbound and outbound calls with professionalism and empathy.
- Assist customers in resolving inquiries, concerns, and issues related to their mortgage or loan accounts, ensuring high level of customer satisfaction.
- Utilize Black Knight mortgage servicing system to efficiently address and resolve customer issues, leveraging its functionalities and tools.
- Utilize Select CE tool to understand customer needs and provide tailored solutions, ensuring accuracy and timeliness in addressing their inquiries.
- Utilize Finesse tool to manage customer calls effectively, ensuring a smooth and efficient customer experience during interactions.
- Utilize Select Doc system to maintain accurate and up-to-date customer documentation, adhering to company policies and compliance requirements.
- Provide support and guidance to customers regarding home insurance inquiries, claims, and policy management, ensuring a seamless insurance experience.
- Utilize specialized applications to handle tax-related matters for customers, assisting with tax payments, forms, and problem-solving.
- Collaborate with internal teams to escalate complex customer issues and follow up on customer inquiries, ensuring prompt resolution.
- Adhere to company guidelines, policies, and regulatory requirements when interacting with customers, maintaining confidentiality and data security.
- Accurately document customer interactions, feedback, and resolutions in the company's customer relationship management (CRM) system.
- Stay updated on product knowledge, industry trends, and company policies to provide accurate information and address customer inquiries effectively.
- Identify opportunities for process improvement, suggest ideas to enhance the customer experience, and contribute to a positive team environment.
Requirements:
- Previous experience in customer care or call center role, preferably within mortgage or financial services industry.
- Exceptional verbal and written communication skills, with ability to communicate professionally and effectively with customers.
- Strong problem-solving and analytical skills, enabling ability to understand customer inquiries and provide effective and efficient solutions.
- Familiarity with mortgage servicing systems, preferably Black Knight, to navigate and resolve customer issues efficiently.
- Proficiency in using tools such as Select CE, Finesse, Select Doc, and other relevant applications to handle customer needs effectively.
- Excellent multitasking abilities, with capacity to manage time efficiently and prioritize workload in fast-paced, customer-focused environment.
- Attention to detail and accuracy in managing customer documentation and ensuring compliance with company policies and regulations.
- Knowledge of home insurance processes, tax-related matters, and relevant regulations is considered plus.
- Ability to work collaboratively in team environment, establish positive relationships with customers and colleagues, and contribute to supportive work culture.
- Flexibility to work in shifts and adapt to changing business needs, including holidays and weekends if required.

Summary

Overview

Work History

Customer Care Expert

Customer Service Associate

Education

GED -

Computer And Information Sciences

Skills

Timeline

Customer Care Expert

Customer Service Associate

GED -

Computer And Information Sciences

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