Sr Call Center Specialist

Brief Description: This job is accountable for answering both internal and external customer questions, investigating and correcting errors, contacting customers to initiate appropriate action for mortgage payments in an articulate, professional, helpful and timely manner. Job Responsibilities: ESSENTIAL FUNCTIONS:  Responds to incoming telephone calls from call center employees regarding their questions or customer escalations in a professional and timely manner. Answers complex questions regarding a variety of account issues, including but not limited to, escrow accounts, balance and payment inquiries, interest rate changes, missing payment inquiries, address changes, and tax reporting information. Handles customers who request to be escalated beyond the front line staff, assisting those customers in achieving a resolution. Investigates and corrects errors. Performs timely follow up on missed payment arrangements and other borrower commitments. Records pertinent information in the servicing system obtained through verbal or written borrower communication, including payment arrangements and other critical information. Researches disputed accounts, misapplied payments, and other account errors upon receipt of requested documentation from borrower. Photocopies, types, files, sends faxes, and other clerical duties as assigned. Handles inbound and outbound calls as a secondary skill Qualifications: GENERAL SKILLS AND ABILITIES: 1.  Extensive customer service background in a call center environment.2.  Thorough knowledge and understanding of mortgage and consumer loans.3.  Ability to handle difficult customers and complex issues with occasional referral to supervisor.4.  Proficient knowledge of personal computers using Microsoft Word, Excel, and Outlook.5.  Ability to learn and operate in-house computer systems, call management systems, and a variety of vendor software applications.6.  Ability to handle multiple tasks and deadlines with attention to details.7.  Organizational skills.8.  Thorough knowledge and understanding of the Fair Debt Collection Practices Act. COMMUNICATION SKILLS: 1.  Ability to effectively communicate with coworkers, peers, and management through written and verbal communication. 2.  Ability to communicate with customers, internal departments, and other third parties in a professional manner.3.  Ability to deal with varied and often difficult personalities while maintaining an even temperament.4.  Ability to handle and resolve recurring problems in a tactful manner.5.  Negotiation skills.6.  Excellent listening skills.7.  Problem solving skills MINIMUM QUALIFICATIONS:  High School Diploma or equivalent. Extensive mortgage, consumer loan or customer service background. Must be proficient in call center processes, policies and procedures Minimum of six months experience as a Call Center Specialist Should be meeting all metrics for a minimum of the past three months. Merrill Lynch is an Equal Opportunity Employer. The Firm and its affiliates do not discriminate in employment because of race, color, religion, gender, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other criteria prohibited under controlling federal, state or local law. Please register and apply using this link : Merrill Lynch Careers Company Description: Merrill Lynch is one of the world's leading wealth management, capital markets and advisory companies, with offices in 38 countries and territories and total client assets of almost $2.0 trillion.Merrill Lynch offers a broad range of services to private clients, small businesses, and institutions and corporations, organizing its activities into two interrelated business segments - Global Markets & Investment Banking and Global Wealth Management, which is comprised of Global Private Client and Global Investment Management. As an investment bank, it is a leading global trader and underwriter of securities and derivatives across a broad range of asset classes and serves as a strategic advisor to corporations, governments, institutions and individuals worldwide.Merrill Lynch owns approximately half of BlackRock, one of the world's largest publicly traded investment management companies, with more than $1 trillion in assets under management.We're growing our business by helping clients grow theirs.Our client relationships are among our greatest competitive assets. We deepen and enrich these relationships through disciplined growth, innovation, and seamless execution.