Part-time Customer Service Specialist

Part-time Customer Service Specialist

Join our growing team working to build stronger communities in Appalachia! Fahe is on a mission to eliminate persistent poverty. Our unique collaborative model connects a Network of local, regional, and national leaders, all working together to uplift our nation's rural places. Since our inception in 1980, the Fahe Network has served 616,694 people, made $908.2 million in direct investments, and achieved a total cumulative financial impact of over a billion dollars in Appalachia.

Job Summary:

This Customer Service Specialist is responsible for customer service and workout resolutions for our loan portfolio. Tasks include, but are not limited to, taking inbound calls, making outbound client calls, payment arrangements, and workout resolutions. The position will be required to provide other administrative support and projects to the Loan Servicing Department as assigned by management.

This position is responsible for assisting borrowers with basic questions and issues. This person will serve as a point of contact for the Loan Servicing department and can take payments and answer basic questions regarding borrower accounts. This position will escalate specialized calls to the designated loan servicing area for handling.

This Customer Service Specialist maintains compliance with regulatory, statutory, and investor guidelines, including, but not limited to, CFPB, SCRA, FCRA, Fair Debt Collection Act, etc. The employee is responsible for maintaining strict timelines for resolving customer issues and inquiries.

Special projects are part of the loan servicing department, especially in times of loan acquisitions; these projects are assigned at the manager's discretion.

And all other loan servicing duties as assigned by management.

Essential Duties and Functions:

• Borrower contact by phone, email, and letter within regulated intervals to ensure regulatory compliance.
• Process over-the-phone payments for single-family mortgages under the loan servicing policy.
• Adhere to training with management guidance (federal guidelines, investor guidelines, etc.) relating to customer service & early default intervention.
• Monitoring and following up with clients (investors) on return mail items received within ten business days.

Requirements for this position include the following:

• While on the phone with clients, the individual must have the following skills:
  • Positive attitude
  • Interpersonal skills
  • Empathy and sincerity
  • Active listening
  • Professionalism
  • Politeness
• Work Schedule is 5 hours daily - Monday - Friday (Exact time frames TBD)
• Proficient in MS Office (Word, Excel, Outlook)
• Basic rules of grammar and business writing
• Skilled in mathematics principals
• Professional in appearance and demeanor

Preferred Education and Experience:

• High School Diploma
• 1-2 years experience in the Customer Service field
• 1-2 years experience in the Loan Servicing field
• Knowledge of mortgage loan documents and process

For the past four years, our staff nominated Fahe as one of the top 100 Best Places to Work in Kentucky. Fahe is an Equal Opportunity Employer seeking applicants who can bring diverse viewpoints, experience, talents, and culture to promote our organization's mission of eliminating persistent poverty in Appalachia. We offer a diverse work environment with competitive salaries and excellent benefits. Visit www.fahe.org to learn more about Fahe.

Qualified candidates may submit a resume and cover letter to hr@fahe.org or mail to Fahe/ATTN: Human Resources; 319 Oak Street; Berea, KY 40403.