Customer Service Specialist II (Onsite- Coppell, Texas)
$31,200–$31,200 year
On-siteCoppell, Texas, United States
Job Summary
Listen attentively to customers and resolve both simple and complex matters with empathy, urgency, and clear, direct communication. Navigate multiple systems to locate information, process data, and manage early-stage Pre30 accounts using designated collection techniques. Proactively review loan accounts to anticipate needs or risks, accurately assess customers for loss mitigation support, and guide them through the process with readiness. Act as a critical link between customers and the team while following all compliance and regulatory requirements without exception. Show up consistently and on time, including weekends and holidays, to support the team with additional duties as needed.
Required Qualifications
- High School Diploma or GED required
- Strong empathy and emotional intelligence in all situations
- Ability to handle complex customer scenarios with patience, logic, and sound judgment
- Fast and accurate multitasking – type while communicating clearly
- Confident with technology and ready to learn new systems
- Solid critical thinking – identify problems and create solutions
- Comfortable performing basic math and calculations
- Excellent communication – spoken, written, and interpersonal
- Decisive under pressure and in rapidly changing situations
- Highly adaptable and able to retain new information quickly
- Collaborative team player with a positive attitude
- Exercises discretion when dealing with sensitive information
- Detail-oriented with strong grammar and writing skills
- Ability to communicate effectively through speech and hearing, both in-person and over the phone
- Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally
- Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis
- Must be available for weekends and holidays
Desired Qualifications
- Customer service experience in a call center or industries like mortgage, finance, healthcare, retail or insurance
- GSE and GNMA experience
- Experience with mortgage servicing and MSP platforms
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