Customer Care Representative

Description

Position Summary

Customer Care is loanDepot’s escalation team that acts on behalf of its CEO, is responsible for acting as the voice of loanDepot when it comes to inquiries or complaints related to the loan origination process and the technology used to navigate that process.

Responsibilities

• Properly manages all escalated customer inquiries, complaints, and compliments in relation to the loan origination process.
• Reviews, Investigates and responds to Alleged UDAAP and Fait and Responsible lending complaints, including but not limited to Appraisal/Appraiser bias complaints.
• Ensures the appropriate follow up and resolution from the loan originations team and provides proper and timely communication and follow up to the customer.
• Escalates issues as required focusing on customer retention and customer service.
• Screen inquiring consumers for LDLG qualifications, prior to directing them to Sales leadership to ensure a positive and seamless experience for our returning customers.
• Works with IT to identify system improvements and repeatable issues.
• Documents customer technology issues in the ticketing system (ServiceNow).
• Documents customer issues in the Customer Care complaint management system (Microsoft Dynamics 365).

Requirements

• Minimum of (2) years mortgage originations, customer service/call center experience preferred
• Demonstrates excellence in internal/external customer service

Why work for #teamloanDepot

• Aggressive compensation package based on experience and skill set.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

About loanDepot

loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts.

Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this role is between $16.35 and $23.00/hr. Your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location.

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.