Customer Service Representative

* Published - April 16, 2024 SUMMARY: Quantum Servicing, a leading nationwide Servicer, Asset Management and Loss Mitigation resolution provider to the mortgage industry, is seeking a Customer Service Representative for our Tampa, FL office.

An entrepreneurial and fast-paced subsidiary of Rialto Capital, a premier Real Estate Investment, Asset Management, and Servicing firm, Quantum is committed to attracting, rewarding, and developing best talent in our industry to succeed in attaining our challenging operating growth objectives.

Responsibilities include handling a large volume of inbound calls in a timely manner, use various resources to help resolve Borrower inquiries or direct them to the appropriate department.

This person will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance.

As of the voice of our company, the customer servicer representative must possess excellent communication and interpersonal skills.

KEY RESPONSIBILITIES: * Answer customer inquiries as you listen to, understand, engage with, and respond to customers - that includes over the phone, or via written communication like email or letter * Provide patience and politeness as you explain policies and procedures to customers, while always keeping a close eye on confidentiality and data security * Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need quickly and accurately * Answer inquiries regarding loan servicing items such as billing statements, loan payments, property tax and insurance, and fees * Responsible for handling loan servicing requests such as advances, pay-downs, copies of statements and bills, research on billing issues, insurance, escrows, flood insurance, etc.

* Obtain complete and accurate documentation from customers and approved third parties * Make comprehensive notes in the system of record detailing all communications with the customer (s) * Identify customer needs through in-depth probing.

Solve customer problems using swift, sound judgments based on the facts of each situation * Full ownership regarding problem solving and escalation, to ensure timely resolution * Navigates multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment * Communicate effectively with individuals and teams to ensure high quality and timely outcome of customer requests * Leverage data and insights gathered by the call center to recommend process improvements SPECIFICATIONS: * High school diploma from a US accredited institution required * Experience working in a call center or customer-support role is a plus * Strong active-listening and verbal communication skills * Ability to multitask and manage time effectively * Friendly and pleasant manner * Attention to detail * Problem solving skills * Proficiency with Outlook, Excel, and Word Working Conditions While performing the duties of this job, the Associate is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop.

The Associate must occasionally lift and/or move up to 25 pounds.

Evening and/or weekend work may be necessary to meet deadlines.

This description outlines the basic tasks and requirements for the position noted.

It is not a comprehensive listing of all job duties.

Rialto Capital is committed to the principles of Equal Employment Opportunity.

Our policy is to provide equal employment opportunity to all applicants and Associates without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age (40+), disability, veteran status, genetic information (including family medical history), or any other legally protected status.

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees.

To learn more about E-Verify, including your rights and responsibilities, please visit: e-verify.gov.