Loss Mitigation Solicitor Supervisor, Florence SC Job in Florence 29501, South Carolina US
Loss Mitigation Solicitor Supervisor: Assist customer service agents with loan level inquiries and general customer issues.
Take escalated calls from mortgagors as appropriateObserve the queue and monitor agent availability to service callsCoach agents to effectively answer questions and assist customers.
Interface with other departments to address escalated issues.
Administer certain issues for phone staff - counseling employees, approving time cards, scheduling vacation and time off and monitoring attendance.
Conduct on-going evaluation of the switchboard functionality, menus, technology, staffing and overall planning for this area.
Handle escalated customer issues that result in face to face meetings.
Act as the facilitator to resolve these clients' issues.
Be the point of contact for all customers who come to Chase in person.
Monitor the work process of all tasks that are worked in the call center.
Develop processes, reporting, work flow and feedback mechanisms to ensure tasks are current and resolved as appropriate.
Design new and innovative processes to make the call center more efficient.
Demonstrate professional behavior and teamwork, is punctual, dependable and adheres to company policies and procedures.
Accept other duties as assigned.
High School diploma or equivalent Two or more years of mortgage experience in collections, foreclosure or loss mitigation.
Understanding of various investors and regulatory agencies.
Decision making and problem solving skills.
Ability to communicate effectively both orally and in writing.
Basic knowledge of PCs and word processing and spreadsheet knowledge.
Demonstrated organizational and time management skills.
Demonstrates professional behavior and teamwork, punctual, dependable and adheres and enforces company policies and procedures.
Ability to present a professional image and demeanor to internal and external customers JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.
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