Job Description
Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the mortgage loan servicing industry? Do you thrive in a fast-paced environment where no two calls are ever the same? Look no further! arenaflex is seeking an experienced Customer Service Specialist I to join our dynamic team. As a key member of our customer service department, you will play a vital role in providing top-notch support to our borrowers and third-party inquirers, ensuring their mortgage loan servicing needs are met with accuracy, timeliness, and professionalism. **About arenaflex** arenaflex is a leading provider of integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors. Our mission is to deliver exceptional customer care and programs that support borrowers and their homeownership experience. With a growing team of uniquely talented professionals, we are transforming the residential real estate industry one customer at a time. **Job Summary** As a Customer Service Specialist I, you will be responsible for handling a high volume of incoming calls and third-party inquiries regarding existing mortgage loans. You will provide accurate and timely information to callers, resolve customer issues quickly, and perform all duties in accordance with arenaflex's policies and procedures, as well as all applicable regulations. This is an entry-level role in the job family, and you will have the opportunity to learn and grow with our company. **Key Responsibilities** * Answer least complex incoming calls via an Automated Call Distribution system (ACD) from borrowers and third parties with inquiries about existing mortgage loans. * Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations. * Refer more complex or complicated calls to qualified team members. * Perform necessary steps to provide call resolution, which may include setup and routing of process tasks, email or phone contact with supporting departments. * Track, follow-up, and complete customer call backs to ensure inquiry resolution. * Collect payments whenever necessary and appropriate. * Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system. * Knowledge of Fair Debt Collection Practices Act preferred. * Knowledge of relevant and industry-specific computer software packages preferred. * Basic negotiation skills. * Ability to understand problems and to collaborate and explore alternative solutions. * Ability to make decisions that have moderate impact on the immediate work unit. * Ability to organize thoughts and ideas into understandable terminology. * Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy. * Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly. **What You'll Need** * High school diploma or equivalent work experience. * Customer service/call center experience preferred, but not required. * Banking, Mortgage/Loan Servicing industry experience preferred, but not required. * Bi-Lingual (Spanish) skillset preferred. * Hours: Monday-Friday **Our Company Culture** At arenaflex, we value our employees and strive to create a positive and inclusive work environment. We offer a comprehensive benefits package, including: * Comprehensive healthcare plans for you and your family. * A discretionary 401(k) match of 50% of the first 4% of pay contributed. * Access to several fitness, restaurant, retail (and more!) discounts through our employee portal. * Customized training programs to help you advance your career. * Employee referral bonuses so you'll get paid to help arenaflex grow. * Educational Reimbursement. * Carrington Charitable Foundation contributes to the community through causes that reflect the interests of arenaflex Associates. **What We Offer** * Competitive hourly rate of $20.00/hour, plus monthly incentive. * Additional $1.50/hour for Spanish bilingual skillset. * Opportunities for career growth and advancement. * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you! **Notice to all applicants: arenaflex does not do interviews or make offers via text or chat.** Why arenaflex? We are a leading provider of integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors. We value our employees and strive to create a positive and inclusive work environment. We offer a comprehensive benefits package, including comprehensive healthcare plans, a discretionary 401(k) match, and access to several fitness, restaurant, retail (and more!) discounts. We provide opportunities for career growth and advancement, as well as recognition and rewards for outstanding performance. What are the benefits of working at arenaflex? Competitive hourly rate of $20.00/hour, plus monthly incentive. Additional $1.50/hour for Spanish bilingual skillset. Opportunities for career growth and advancement. Collaborative and dynamic work environment. Recognition and rewards for outstanding performance. How do I apply? Submit your application through our website. We will review your qualifications and experience. We look forward to hearing from you! Apply for this job