Mortgage Default Single Point of Contact (SPOC) Job in Jacksonville 32099, Florida US
A Fortune 500 company, PNC is one of the largest and most respected banks in the country. But that doesn't mean we speak in banking lingo or hide behind spreadsheets. In fact, it's our down-to-earth approach with customers that's put us on the map.
We see how work/life balance, green initiatives, a family-friendly outlook, and social responsibility make for happier employees. And happy employees make for very happy customers.
Variety of Shifts needed for each level.
SPOC I
Position Overview
The level I Mortgage Default SPOC serves as the dedicated contact and trusted advisor for a borrower until the delinquency is fully resolved. Work with borrowers to remedy their financial hardship by leveraging default resources from the onset of the hardship need. The SPOC has a high degree of customer contact. The contact is mostly with borrowers with the most simplistic hardship conditions.
Principal Functional Responsibilities
Contacts customers primarily via telephone, but also via e-mail and/or written correspondence to, respond to inquiries, set expectations, and review options and provide them with solutions for new loan terms.
Coordinates and gathers information from default departments such as foreclosure, bankruptcy, collections, loss mitigation, etc. in order to communicate all default statuses and decisions to the borrower.
Minimum Qualifications
- High school diploma with 0-2 years related experience
- Proficient knowledge of MS Word and Excel
- Strong verbal and written communication skills with internal and external sources,
- Ability to assess the sensitive nature of a distressed customer situation and respond with professionalism
- Commitment to working in a team environment
- Ability to multi-task, specifically must be able to work in fast paced high volume call center environment
- Ability to work under stringent deadlines stressing urgency to achieve monthly goals with expected quality
- Must be able to adhere to call center scheduling
SPOC II
Position Overview
The level II Mortgage Default SPOC serves as the dedicated contact and trusted advisor for a borrower until the delinquency is fully resolved. Work with borrowers to remedy their financial hardship by leveraging default resources from the onset of the hardship need. The SPOC has a high degree of customer contact. The contact requires more extensive knowledge and the hardship is complex to analyze.
Principal Functional Responsibilities
Contacts customers primarily via telephone, but also via e-mail and/or written correspondence to, respond to inquiries, set expectations, and review options and provide them with solutions for new loan terms.
Coordinates and gathers information from default departments such as foreclosure, bankruptcy, collections, loss mitigation, etc. in order to communicate all default statuses and decisions to the borrower.
Minimum Qualifications
- High school diploma with 2-3 years related experience
- Proficient knowledge of MS Word and Excel
- Strong verbal and written communication skills with internal and external sources,
- Ability to assess the sensitive nature of a distressed customer situation and respond with professionalism
- Commitment to working in a team environment
- Ability to multi-task, specifically must be able to work in fast paced high volume call center environment
- Ability to work under stringent deadlines stressing urgency to achieve monthly goals with expected quality
- Must be able to adhere to call center scheduling
SPOC III
Position Overview
The level III Mortgage Default SPOC serves as the dedicated contact and trusted advisor for a borrower until the delinquency is fully resolved. Work with borrowers to remedy their financial hardship by leveraging default resources from the onset of the hardship need. The SPOC has a high degree of customer contact. The contact requires more extensive knowledge and the hardship is complex to analyze. The contact may be the result of an escalation and the SPOC is able to resolve and diffuse the escalation.
Principal Functional Responsibilities
Contacts customers primarily via telephone, but also via e-mail and/or written correspondence to, respond to inquiries, set expectations, and review options and provide them with solutions for new loan terms.
Coordinates and gathers information from default departments such as foreclosure, bankruptcy, collections, loss mitigation, etc. in order to communicate all default statuses and decisions to the borrower.
Minimum Qualifications
- High school diploma with 3-4 years related experience
- Proficient knowledge of MS Word and Excel
- Strong verbal and written communication skills with internal and external sources,
- Ability to assess the sensitive nature of a distressed customer situation and respond with professionalism
- Commitment to working in a team environment
- Ability to multi-task, specifically must be able to work in fast paced high volume call center environment
- Ability to work under stringent deadlines stressing urgency to achieve monthly goals with expected quality
- Must be able to adhere to call center scheduling
As part of our commitment to balance, we offer a comprehensive benefits package, with both full- and part-time benefits designed to provide high-quality coverage at affordable costs. We understand the importance of health and wellness, fair salaries, time away, and opportunities to learn and grow.
PNC is an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO
