BOFA Jobs – Relationship Manager II

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

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