Bi-Lingual Call Center Representative

Saxon’s roots date back to 1989 and since then we have consistently increased our market share in the sub-prime and non-conforming mortgage arena. We specialize in the business of making loans available to borrowers who need help repairing their credit. Our focus on customer service and the best employees in the business have made Saxon a superior lender. We remain grounded in our corporate philosophies of commitment, teamwork, and integrity.

We currently have a Training Specialist opportunity available.

The Call Center Rep I fields inbound calls from borrowers and third parties with questions concerning their loan. In addition, the Call Center Rep I places outbound calls, either through the automated dialer or manually, to those homeowners in early stages of delinquency with the goal of bringing the loan current.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

•Resolve customer issues with first-call resolution whenever feasible.
•Gain a solid understanding of how the Mosaix dialer system should be utilized so that they are as efficient as possible in servicing the customer and moving to the next call.
•Represent Saxon professionally at all times by treating customers with an attitude of quality and service.
•Be knowledgeable of the departmental KPI’s and work with their Team Lead to ensure that they are meeting expectations.
•Collect mortgage payments, outstanding fees, and corporate advances.
•Identify the customer’s reason for default, establishing promise to pay, and documenting the servicing system with appropriate, detailed comments.
•Forward research items via CIT’s to appropriate departments.
•Identify permanent hardship accounts and timely referral to the Loss Mitigation Department.
•Maintain the call center work queue for target dates and goals.
•Identify potential problems and timely communication to management.
•Complete required New Hire training and follow-up training to keep skills current and comply with policies/procedures.

ADDITIONAL DUTIES:
•Satisfactory completion of the Call Center New Hire Training Courses
•Additional responsibilities as required by management

SUPERVISORY RESPONSIBILITIES:
•No supervisory responsibilities.

Saxon Mortgage Services offers a comprehensive benefit program including an on-site fitness center and immediate vesting in our 401K plan and competitive salary structure. We are an equal opportunity employer.

For additional information or to complete an on-line application, please visit our website at www.saxonmortgage.com
REQUIREMENTS
Education:
•High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Work Experience:
•Call Center environment preferred.
•Mortgage industry preferred.
•Collections experience preferred.

Computer Software Skills:

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Other Computer Skills:
•MS Windows and its relation to PC applications
•Types 20wpm minimum

Other Skills:
•Effective listening and telephone communication

Certificates, Licenses, Registrations:
•Any related to the mortgage or consumer loan industry preferred.
•FDCPA Certification


COGNITIVE DEMANDS:
Language Skills:

•Ability to read and comprehend simple instructions, short correspondence and memos.
•Ability to write simple correspondence and to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.
•Ability to write simple loan documentation and follow documentation guidelines as outlined in new hire training.

Mathematical Skills:

•Able to calculate figures and amounts such as discounts, interest, commission, proportions, percentages, area, circumference and volume.
•Ability to apply concepts such as fractions, percentages, rations and proportions to practical situations.

Reasoning Skills:

•Ability to apply common sense understanding to carry out instructions furnished in writing, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
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