[Remote] SPOC Representative

Note: The job is a remote job and is open to candidates in USA. Celink is a company focused on providing exceptional service in the reverse mortgage industry. The SPOC Representative in the Call Center is responsible for assisting borrowers with inquiries related to their mortgage accounts, emphasizing foreclosure prevention and loss mitigation options.

Responsibilities

• Respond efficiently and accurately to borrowers or their representative, explaining possible solutions, and ensuring that caller feels supported and valued
• Serve as the Special Point of Contact for accounts identified by client/management and handle anywhere from 25-100 calls per day based on call volume and call campaign assignment
• May be assigned to manual outbound calls, inbound calls or blended inbound/outbound calls for active and defaulted accounts
• Understand and strive to look for creative ways to handle the customers specific needs/situation and meet or exceed call center metrics while providing excellent and consistent customer service
• Identify loans that require a special touch by the client to handle sensitive or urgent matters
• De-escalate situations involving dissatisfied borrowers or their representatives, offering patient assistance and support, escalate issues promptly and with the appropriate sense of urgency when necessary
• Work collaboratively with team members and call center management to contribute to department goals and maintain service level objectives
• Maintain strict confidentiality of customer information and interactions
• Become knowledgeable in all areas of the call center with high focus to resolve defaults and prevent foreclosure
• Adhere to all established company policies and procedures

Skills

• High school education or equivalent required
• Minimum one years' experience in a call center or similar quality driven customer service environment
• Exceptional customer service, active listening, and verbal and written communication skills, and professional phone voice
• Understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software, and strong typing skills
• Ability to ask prying questions and diffuse tense situations
• Strong time management and decision-making skills
• Adaptability and accountability
• Ability to learn and adapt to a changing environment quickly
• Able to work independently and as part of a team
• Ability and willingness to take ownership of issues and apply the appropriate sense of urgency
• Ability to effectively communicate feedback and present observations, trends and recommendations to peers and management staff
• Friendly and respectful
• Soft collection experience preferred
• Familiarity with FDCPA, TCPA, CFPB, and Consumer Privacy Laws

Benefits

• Comprehensive medical, dental, and vision coverage with multiple plan options
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA), including dependent care
• 401(k) with employer match and immediate vesting
• Employer‑paid life insurance, disability coverage, and parental leave
• Generous paid time off, paid holidays, and flexible work arrangements

Company Overview