Job Description

Customer Service Associate | PIONEER Mortgage | Clark

As a Customer Service Associate for our Mortgage Account, you'll assist customers by addressing account concerns and disputes, guiding them on payment options, and ensuring accurate resolution of account and credit-related issues while maintaining excellent service and compliance standards.

How You'll Make an Impact:

Provide excellent customer service to customers by phone, addressing concerns or disputes regarding services offered. Explain account delinquency, collect required payments, and communicate the benefits of keeping the account current
Deliver accurate resolutions regarding customer account problems, credit terms, and payments
Work with customers on payment options and plans, and appropriately escalate any disputes raised
Transfer calls to necessary groups as required by law
Comply with all regulatory requirements as mandated by federal law in the US
Accurately document all actions taken during each customer transaction
Be willing to work overtime as needed to meet service level requirements
Adhere to the provided shift schedule
Participate in team meetings, refresher trainings, seminars, and other program-related events
Possess sufficient computer skills to provide basic troubleshooting workarounds to subscribers
Be receptive to coaching from Managers, Supervisors, Trainers, QA personnel, CAs, SMEs, and CCODs
Adapt easily to changes in processes, services, or product updates

You'll be a great match if you have:

At least a High School graduate
Minimum of 1 year Mortgage/Collections/Financial experience
Excellent verbal and written communication skills
Hands-on experience using AI tools (e.g., ChatGPT) and good judgement to verify outputs.

The good stuff coming your way:

At Sutherland, you're a big deal. That's why from day one, you'll enjoy perks and benefits designed to help you grow, achieve more, and build the career you deserve.