
Website Bank of America
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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