Customer Relationship Manager I – Charlotte, NC (2nd Shift 3:00pm
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Customer Relationship Manager I - Charlotte, NC (2nd Shift 3:00pm - 12:00am) : 1200012266
Description
General knowledge about the entire loss mitigation process is necessary to manage a large portfolio of customers throughout the default servicing lifecycle. The Customer Relationship Manager (CRM) position requires expertise in loan modifications specific to the investor segment. The CRM serves as a single point of contact and trusted advisor for these borrowers. Sensitivity to the nature of a distressed customer situation and professional demeanor are important attributes to possess in communicating with customers, as well as setting expectations, about loan status and possibly difficult decisions up to the final resolution. The CRM will oversee broad set of activities that include managing a portfolio of loans in default, loan modifications, document validation, NPV modeling, second mortgage modifications, short sale/ DIL, and answer technical foreclosure questions. In many cases, (e.g., short sale/DIL/foreclosure) the CRM will be need to initiate a three-way conference call to facilitate connecting the borrower with the appropriate expert who can address specific questions and situation. The CRM will need to document notes in the customer-facing system and monitor accounts for trial payments, including lengthy repayment plans and special forbearances. The CRM will work closely with process support staffs that are able to assist with non-customer facing activities, such as pre-validation document checking, impounding, escrow, and investor approvals. Ability to clearly communicate the customer's current status and the steps that are required in order for us to make a Fair, Fast and Final decision. Demonstrated ability to meet/exceed established performance metrics, such as: number of decisions made in a day, answering 80% of calls in 20 seconds or less and returning messages left by customers within established timeframes.
Responsibilities: