Associate Servicing Communication Specialist
Rocket Companies
The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.
Rocket Mortgage, backed by Rocket Companies®, means more opportunities for you to carve your own career path forward. From our desire to revolutionize the way people get mortgages to addressing challenges big or small with outside-the-box solutions, we’re not your typical employer. We’ll provide you with everything you need to make sure you’re successful here.
Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.
Preferred Qualifications
- 1 year of client service representative experience
- 1 year of call center experience
- Foundational knowledge of mortgage servicing industry
- Knowledge of all applicable internal platforms
Job Summary
As an Associate Servicing Communication Specialist, you'll provide excellent client care in our inbound call center. These call types include, but are not limited to, payments, escrow and the general servicing of client loans. In this role, you will be expected to go through a series of trainings to expand your servicing knowledge and advance onto additional call topics.
Responsibilities
- Identify patterns and trends that impact the client experience and communicate findings
- Drive client experience by providing quality and timely support
- Ability to quickly adapt to changes in processes and training
- Effectively communicate with all parties, both internal and external, using written and verbal communication methods that adhere to the company’s standard
- Use critical thinking to appropriately diagnose and solution client needs around general and escalated loan servicing inquiries
- Clearly and accurately document client communication in written form
- Deliver unparalleled customer service to each client setting the standard for excellence in the industry
- Understand how the different teams in servicing impact the client experience and can change communication tactics based on the information received
- Utilize real time resources to promptly identify effective solutions to provide a one call resolution
- De-escalate clients by utilizing call skills such has actively listening, influencing, and persuasion
- Provide technology navigation support
- Expertly handle fee collection and recovery when applicable within the servicing lifecycle
Benefits and Perks
Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.
Who We Are
Rocket Companies® is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. We’re passionate about the work we do, and it shows. We’ve been ranked #1 for Fortune’s Best Large Workplaces in Financial Services and Insurance List in 2022, named #5 on People Magazine’s Companies That Care List in 2022 and recognized as #7 on Fortune’s list of the 100 Best Companies to Work For in 2022.
Disclaimer
This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group. We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members.
Employment decisions, including hiring decisions, are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. We offer opportunities to all job seekers including individuals with disabilities and provide reasonable accommodation to qualified individuals with disabilities in accordance with state and federal law. If you need a reasonable accommodation to assist with your job search, application for employment, or interview, please visit our FAQ page at www.myrocketcareer.com/how-we-hire/faqs/ for details on how to contact our team.
The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.