Principal Customer Serv Coord(HL Advocacy dept)
The primary responsibility of the Principal Customer Service Coordinator is to answer agent questions, resolve complex escalated customer concerns and be the first point of escalation. The Principal Customer Service Coordinator will answer questions related to all aspects of mortgage servicing and early Collections. Other responsibilities include completing the new hire training process and certifying that all training initiatives are met, organizing team meetings if manager unavailable, distributing minutes and closing gaps on outstanding questions, completing complex research, time sensitive issues and assisting with data validation.
Examples of escalated call resolution include providing explanations to customers about adjustable rate mortgage products, such as the reason for their rate increase, escrow account information and to responding to complex account inquires. The Principal Customer Service Coordinator must demonstrate patience, empathy, quality, listening skills, excellent communication skills, high degree of professionalism, computer skills which include data entry input accuracy, the ability to work in a high volume fast paced environment, professional telephone manner and the use of proper grammar.
Respond to customers who are not satisfied with assistance provided by front line associate;
Resolve escalations by providing customers with information requested through verbal and/or written correspondence and maintaining accurate records;
Assist with training initiatives and certify that all training initiatives are met;
Assist Manager with data validation and reporting;
Direct calls or correspondence to proper departments in event information is not available or requires research;
Identify possible suspicious activity or fraud during while performing Loan Servicing activities; including possible fraud from the Origination of the loan, and make appropriate referrals for further investigation.
Other duties as assigned.
Identify possible suspicious activity or fraud during while performing Loan Servicing Activities, including possible fraud from the Origination of the loan, and make appropriate referrals for further investigation.
- High School diploma, GED, equivalent certification, or military experience
- At least 1 year of Financial Services experience
- Proficient with Microsoft Office
- 3 years of Mortgage Servicing experience
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.