Position Summary

The Customer Care Representative (CCR) will be primarily responsible for calling all assigned customers on a daily basis. This CCR will have the ability to take current month payments. The CCR does not have the authority to discuss any other situation on a customer’s account,, the CCR will find the appropriate Representative within the Servicing department. The CCR has to have the ability to work in a team environment and a positive attitude at all times is a must. This person reports to the Servicing Manager. Part time CCR work hours will flex depending on the time of month and need determined by management.

Essential Duties and Responsibilities

• Make collection calls and/or correspondence in a fast paced, goal-oriented work environment.
• Provide customer service regarding collection issues and transfer to appropriate servicing representative.
• Collect customer payments in accordance with current borrowers due dates as assigned by servicing manager.
• Must communicate the following prior, to leaving daily, all statistics on daily call volume. Specific reporting will be required.
• Responsible for assisting in sending payment histories as requested by other 1st Alliance departments only.
• Performs such other related tasks or duties as 1st Alliance may assign at its discretion.

Educational Requirements

• Knowledge and prior experience of customer service a plus
• Must possess excellent written and verbal communication abilities
• Must be at least a high school graduate

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

Language Skills

Must have the ability to read and interpret documents, and have the ability to speak, understand, and communicate well with customers and personnel.

Competencies

• Must have the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Computer literacy is a must as Servicing has up to 5 different computer interfaces.
• Must have the ability to exhibit sound judgment and make independent decisions.
• Must have the ability to observe safety and security procedures and use equipment and materials properly.
• Must have the ability to plan and organize work activities and use time efficiently and develop realistic action plans.
• Must have the ability to work independently and in a group environment.

Other Skills and Abilities

• Must be able to use current software package such as Microsoft Word and Excel.
• Must be able to report daily activities in a coherent and timely manner as directed by the Servicing Manager.
• Must be to send and receive email using Micro Soft Outlook.
• Must be able to use general office equipment such as copiers, scanners, and personal computers.
• Must be able to learn and use up to 5 different servicing software programs properly including all reporting and recording of daily activities within the servicing software and other Government agency platforms under the premise that all FHA, HUD, CFPB, FDCPA and GNMA compliance guideline are updated and reporting as well as recording the daily activities is not limited to the above mentioned agencies.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit for long period at time, or stand as needed. May require walking primarily on level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required. May include lifting up to 25 pounds for files and computer paper on occasion.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For the most part ambient room temperatures, lighting, and traditional office equipment as found in a typical office environment.