Customer Support Specialist I

Planet Home Lending, LLC, is a privately held, full-service, national mortgage lender and servicer company. Planet is FNMA and FHLMC approved and sells through the Retail and Correspondent Channels, offering FHA, VA, Conventional, USDA and many other products. Planet Home Lending continues to reach month over month sales and servicing increases! Come join us!

Job Summary

The Customer Support Specialist I supports Planet Home Lending’s servicing Contact Center team by responding to borrower secured messages and emails. This role also ensures Planet Home Lending is meeting standard industry requirements while meeting asset management goals.

Essential Duties and Responsibilities

• Researches and responds to customer secured messages and emails ensuring high quality service and timely response. Updates servicing system with relevant notes/comments.
• Displays sound judgment and discretion in researching customer inquiries and complaints while determining intent and effect of a Contact Center agent’s behavior that may have led or contributed to the inquiry or complaint.
• Works with management to identify process improvement opportunities to reduce customer complaints and increase customer satisfaction.
• Ensures secured messages and emails are being efficiently processed through the effective utilization of call center technology and resources.
• Plans and carries out projects as determined by management.
• Performs miscellaneous duties as assigned.

Position Requirements

Education

• High school diploma or equivalent required

Experience

• Prior Customer Service call center environment preferred
• Mortgage Servicing experience preferred

Functional/Technical Skills

• Effective verbal and written communication skills
• Strong customer service skills
• Strong interpersonal, analytical and problem-solving skills
• Strong attention to detail
• Ability to work independently and in a fast-paced environment
• Ability to multi-task and manage time effectively
• Ability to provide objective, constructive feedback
• Experience working with Microsoft Windows applications

Benefits

Our benefits package includes three comprehensive medical, two dental, and vision plan options. We provide employer paid short-term and long-term disability insurance, basic life insurance, 401(k), 11 holidays and three weeks paid time off per year. We also offer supplemental benefits including life insurance, critical illness, and accident plans.

Environmental/Physical Demands

Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.