Servicing Specialist

Detroit, MI - USA

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

As the Servicing Specialist youll represent the Rocket Brand to their clients. Youll reach out to serviced clients via phone calls and email to address their concerns. Youll strategically think outside the box to provide a plan and solution for clients to prevent default. The Servicing Specialist is also responsible for identifying process gaps and opportunities to support continuous improvement and automation in the business.

About the role

Ability to spot process gaps to ensure continued automation and process improvement in our business area
Take incoming/outgoing phone calls while ensuring regulatory compliance
Use a variety of outreach methods to communicate with clients such as phone (inbound/outbound calls) emails text and chat
Demonstrate exceptional listening skills as well as written and verbal communication skills including email and chat while displaying professionalism understanding and empathy for clients individual needs and situations
Assist with addressing servicing-related client concerns including but not limited to questions on payment applications payment arrangements and loan payoff processing
Provide clarity and understanding to our clients and work with other teams to resolve issues or concerns
Collect delinquent/late payments working with clients to prevent charge-off while minimizing company and investor losses
Draft and send collection emails
Work closely with our servicing business partners to provide process improvements for a better client experience
Consistently meet minimum production goal numbers and quality metrics

About you

Minimum Qualifications

1 year of experience in a client-facing role
Willingness to work a flexible work schedule including nights and weekends
Solid communication client service and time management skills
Sense of urgency and strong focus on execution and follow through
Detail-oriented team player who can multitask and handle workloads with deadlines
Ability to work confidently and effectively with internal and external clients
Ability to organize and prioritize work to allow handling more than one project at a time
Demonstrated ability to negotiate
Knowledge of servicing activities
Proficiency in the Microsoft Office suite
Strong problem-solving skills
Strong analytical skills
Ability to give and receive feedback

Preferred Qualifications

1 year of experience in collections and default servicing
1 year call center experience or face-to-face client service role
Ability to thrive in a high growth environment
Strong knowledge of the personal lending industry
Demonstrated continuous business process improvement

What youll get

Our team members fuel our strategy innovation and growth so we ensure the health and well-being of not just you but your family too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: Weve got your back. Check out our full list of Benefits and Perks.

About us

Headquartered in Detroit Rocket Loans was established to create the most simple rocket fast personal loan process. We assembled a top-notch team of individuals combining new passionate team members with some of the best veterans from Rocket Mortgage to create the most user-friendly lending platform in the world. We have given it our best to create an experience that is best-of-breed in the personal loan industry and commit even more to continuously improving it. At Rocket Loans youll build a career that helps you achieve your professional goals while helping clients get the loans they need to reach their financial goals. Were looking for innovators and those unafraid to disrupt the status -quo. With an inclusive culture and opportunities to make a positive impact were here to help you foster your career growth.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race color religion national origin sex physical or mental disability sexual orientation gender identity or expression age military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team at .

Required Experience:

About the role

Ability to spot process gaps to ensure continued automation and process improvement in our business area
Take incoming/outgoing phone calls while ensuring regulatory compliance
Use a variety of outreach methods to communicate with clients such as phone (inbound/outbound calls) emails text and chat
Demonstrate exceptional listening skills as well as written and verbal communication skills including email and chat while displaying professionalism understanding and empathy for clients individual needs and situations
Assist with addressing servicing-related client concerns including but not limited to questions on payment applications payment arrangements and loan payoff processing
Provide clarity and understanding to our clients and work with other teams to resolve issues or concerns
Collect delinquent/late payments working with clients to prevent charge-off while minimizing company and investor losses
Draft and send collection emails
Work closely with our servicing business partners to provide process improvements for a better client experience
Consistently meet minimum production goal numbers and quality metrics

About you

Minimum Qualifications

1 year of experience in a client-facing role
Willingness to work a flexible work schedule including nights and weekends
Solid communication client service and time management skills
Sense of urgency and strong focus on execution and follow through
Detail-oriented team player who can multitask and handle workloads with deadlines
Ability to work confidently and effectively with internal and external clients
Ability to organize and prioritize work to allow handling more than one project at a time
Demonstrated ability to negotiate
Knowledge of servicing activities
Proficiency in the Microsoft Office suite
Strong problem-solving skills
Strong analytical skills
Ability to give and receive feedback