Job Summary:
We are seeking a dedicated Customer Service & Borrower Relations Specialist to manage borrower interactions, address inquiries, and resolve complaints effectively. This role requires exceptional communication skills, a customer-focused mindset, and expertise in educating borrowers about servicer procedures and available options. The ideal candidate will play a key role in fostering positive borrower relationships and ensuring customer satisfaction.
Key Responsibilities:
Borrower Communication:
- Serve as the primary point of contact for borrowers, addressing inquiries and providing accurate information.
- Educate borrowers on servicer procedures, repayment options, and loan terms in a clear and professional manner.
Complaint Resolution:
- Handle borrower complaints with empathy and professionalism, ensuring timely and effective resolution.
- Utilize conflict resolution techniques to address challenging situations and maintain positive borrower relations.
Customer Service Excellence:
- Deliver exceptional customer service to enhance borrower satisfaction and loyalty.
- Ensure all interactions align with customer service excellence standards.
Process Improvement:
- Identify common borrower concerns and provide feedback to improve internal processes and borrower communication strategies.
- Collaborate with teams to develop tools and resources for better borrower engagement.
Documentation and Reporting:
- Maintain accurate records of borrower interactions, complaints, and resolutions.
- Prepare regular reports on borrower inquiries and complaint trends for management review.
Training and Support:
- Stay updated on company policies, loan servicing procedures, and industry best practices.
- Provide training to new team members on customer service excellence and borrower relations.
Qualifications:
- Bachelor’s degree in Communication, Business Administration, Customer Relations, or a related field.
- Training in Customer Service Excellence and Conflict Resolution is preferred.
Experience:
- A minimum of 5 years of experience in borrower relations or customer service.
- Proven ability to handle borrower complaints and inquiries effectively.
Skills and Competencies:
- Exceptional verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Proficiency in customer relationship management (CRM) systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
Behavioral Competencies:
- Empathy and customer-focused mindset.
- Patience and professionalism in challenging situations.
- Proactive and solution-oriented approach.