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Customer Service B-lingual Associate (3707) in Chandler, AZ at Mr. Cooper

Date Posted: 12/2/2018

Job Snapshot

  • Employee Type:
  • Location:
    Chandler, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ready to be a Cooper too? This might just be right up your alley!

Ready to be a Cooper too? This might just be right up your alley!

The Customer Service Associate II is responsible for handling in-bound calls from customers or third parties regarding all general servicing questions. The Customer Service Associate II will also make outbound calls and work directly with the borrower to determine the best possible method to permanently resolve delinquency by using a variety of collections and workout techniques. The position is responsible for using verbal and interpersonal skills to provide excellent customer service and knowledgeable responses to resolve customer calls.


Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances including delinquency.

Responsible for prompt and accurate response to customer’s mortgage servicing questions and concerns.

Assists borrowers with late charge waiver, due date change, and other loan maintenance requests.

Essential job functions include, contacting borrower, primarily by phone, to assess their current financial situation. Evaluating borrower for full payment or workout options. May skip-trace to find and collect on delinquent accounts. Working with management team to identify problems and improve recovery efforts.

Meet Quality Assurance requirements and other key performance metrics.

Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
Must possess and be able to demonstrate strong influencing and closing skills.
Input data and verify information as it pertains to processing telephone draft payments.
Provide customers with information about company products and services to generate additional revenue through product referrals.
Properly document each customer interaction in the servicing system.
Perform follow-up and research tasks to ensure problem resolution.

Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets.
Other duties as assigned.


What level of education or specialized training is required to perform the job?

A high school diploma or state accepted equivalency is required

List any special certifications, licenses, and/or knowledge requirements for this job:

Understanding of federal and state mortgage servicing requirements, standards and servicing processes preferred.

How many years of directly related job experience are required to be qualified to enter the job?

Minimum of 1 years experience of mortgage customer service background or customer service experience in a banking or financial services environment preferred (and/or) minimum of 1 year’s collections experience in related areas i.e. auto, bankcard, consumer finance, or mortgage collections environment preferred. Minimum of 1 year’s experience of customer service/call center experience considered.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit or stand as needed; may require walking, primarily on a level surface, throughout the day; reaching above shoulder heights, below the waist or lifting as required to file documents or store materials; proper lifting techniques required; may include lifting up to 25 pounds for files or paper.


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Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

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