Job Description: The Customer Relationship Manager II is responsible for cultivating and maintaining on-going customer relationships. Manages a portfolio of delinquent loans by working with loan modification and disposition specialists to determine solutions that will cure the account in a timely manner. Presents customers with and educates customers on options such as Repayment plans, Special Forbearance, Modifications, Short Sale, or Foreclosure. Job Responsibilities: Resolves customer concerns and escalates issues as needed Works together within a team to complete activities/calls to ensure daily workload is finished Handles inbound calls from customers regarding all aspects of loan modification assistance including complex situations that may require research Makes outbound calls based on required calling activities Responsibilities may include responding to customer, or other 3rd party inquiries, researching, preparing, and/or procuring documentation, or analyzing requests in accordance with established guidelines and determining appropriate course of action. Typically will have more than 2 years call center experience. Submits service requests on behalf of customers to apply payments and other mortgage servicing related processes Achieves production goals set by the manager and/or the business Job Requirements: Must possess superior customer service skills to provide a positive experience Basic understanding of mortgages Excellent written and verbal communication skills. Able to be effective with on the phone and in-person with internal and external customers Strong organization and time management to meet call and productivity goals Interpersonal effectiveness with ability to build and maintain relationships 2+ years Mortgage, Loan Loss Mitigation or Collections experience a plus Flexibility/adaptability to manage multiple tasks in a high volume, fast paced environment Solid computer skills and web navigation Ability to embrace change with a positive approach Job Details: Company: Bank of America Vacancy Type: Full Time Job Location: High Point, NC, US Application Deadline: N/A Apply Here vacanciesforyou.net
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