Titan Professional Resources is seeking an empathetic, motivated, and customer-focused Account Assistance Agent to join one of our clients here in Oklahoma City. This position is ideal for someone who enjoys helping others, has strong communication and problem-solving skills, and is comfortable using a consultative, sales-oriented approach to help customers find solutions.
The Account Assistance team works directly with customers who have fallen behind on their mortgage payments. Account Assistance Agents will work with customers to establish appropriate assistance plans and identify solutions to help them become current on their accounts. This role requires strong persuasion and negotiation skills, as well as the ability to demonstrate empathy and professionalism when handling sensitive financial situations.
Responsibilities
- Communicate with customers who are past due on their mortgage payments through inbound and outbound telephone interactions.
- Build rapport with customers while demonstrating empathy, patience, and professionalism.
- Discuss customers’ account situations and identify appropriate assistance options.
- Use a consultative and persuasive approach to help customers establish assistance plans.
- Explain available options clearly and accurately while addressing customer questions and concerns.
- Take ownership of the customer experience while working toward individual and team performance goals.
- Handle sensitive financial conversations with professionalism and discretion.
- Apply strong problem-solving and critical-thinking skills to determine appropriate solutions.
- Accurately document customer interactions in accordance with regulatory and compliance requirements.
- Escalate complex issues when appropriate.
- Cross-train on the Application Assistance process to develop a broader understanding of mortgage servicing operations.
- Maintain flexibility and adaptability as processes, procedures, and customer needs change.
Qualifications
- High School Diploma or equivalent required; college degree or some college preferred.
- Previous customer service or call center experience preferred.
- Strong verbal and written communication skills.
- Strong persuasion, negotiation, and problem-solving abilities.
- Excellent attention to detail.
- Strong critical-thinking skills.
- Ability to demonstrate empathy and remain professional during sensitive or challenging customer interactions.
- Self-driven with the ability to achieve short- and long-term goals.
- Dependable and able to consistently meet attendance and performance expectations.
- Flexible and adaptable to changing processes and priorities.
- Ability to work effectively in a fast-paced, team-oriented environment.