Customer Care Analyst

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Customer Care Analysts interacts with existing and potential loanDepot customers to provide information and address inquiries related to their loan transaction; it may involve some form of complaint, escalation response or executive response. Customer Care strives to resolve these problems and propose a solution. An analyst's focus is to assist customers, provide solutions, and restore confidence to its customers.

Position Description:

  • Investigate, analyze, and resolve issues from Better Business Bureau, advocacy groups, and the media and prepare a response under the signature of the President to minimize/eliminate further escalation and/or litigation.
  • Resolved complex origination and loan servicing issues, including BBB, and borrower attorneys.
  • Play a pivotal role in supporting the executive staff
  • Work directly with every department and entity within the company
    • Originations: Sales, Processing, Underwriting, Funding, Capital Markets/Investor Relations
    • Outside Vendors: Appraisal, Notary, Escrow
    • Servicing: Loan Servicing, Default, Interim Servicing
    • Familiar with FDCPA, GLBA, HMDA, ECOA, FCRA, RESPA, AMTPA, SOX. Etc…

 

Special Skills & Qualifications:Excellence in telephone skills, Good experience/skills in MS Office and administrative tasks, Excellent time management skills, High school diploma, Spanish speaking - a plus, Maintain records in timely and accurate mode, Interest in helping and working with customers. Must have excellent communication verbally and written.

Additional Skills/Professional Characteristics:Demonstrate excellence in internal/external customer service

Excellent verbal and written communication

Team player

Strong attention to detail

Minimum of 2 yr. mortgage ,

Customer service/call center experience/exposure to complaint escalation



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