Remote

Job Details

Description

Why work at Celink

Discover a different kind of workplace at Celink. You’ll join a passionate team of servicing professionals dedicated to our clients, their borrowers, and the reverse mortgage industry.

At Celink, you’ll have the opportunity to make a meaningful impact within a fast-moving organization while working alongside experienced, mission‑driven professionals. We value strategic thinking, collaboration, and integrity and constantly strive to be best in class.

Joining Celink means being part of a collaborative workplace that values innovation, thoughtful problem‑solving, and continuous growth. Employees are encouraged to rethink traditional approaches, share bold ideas, and continuously learn and thrive.

What Sets Celink Apart

Flexible, remote work environment that supports work‑life balance
Supportive, collaborative team culture built on respect and partnership
Opportunities to learn, build skills, and contribute to meaningful outcomes
Emphasis on quality, consistency, and reliable support in everyday work

Total Rewards & Benefits

Celink offers a comprehensive and competitive total rewards package designed to support employees’ financial, physical, and emotional well‑being, including:

Comprehensive medical, dental, and vision coverage with multiple plan options
Health Savings Account (HSA) and Flexible Spending Accounts (FSA), including dependent care
401(k) with employer match and immediate vesting
Employer‑paid life insurance, disability coverage, and parental leave
Generous paid time off, paid holidays, and flexible work arrangements

Job Purpose/Summary

The SPOC Representative in the Call Center is responsible for assisting borrowers and/or their designated representative with questions regarding their active and defaulted reverse mortgage accounts with emphasis on preventing foreclosure and providing available loss mitigation options. . Call center representatives are graded each month using a scorecard to assess soft skills, technical skills and reverse mortgage knowledge.

Duties and responsibilities

Respond efficiently and accurately to borrowers or their representative, explaining possible solutions, and ensuring that caller feels supported and valued
Serve as the Special Point of Contact for accounts identified by client/management and handle anywhere from 25-100 calls per day based on call volume and call campaign assignment
May be assigned to manual outbound calls, inbound calls or blended inbound/outbound calls for active and defaulted accounts.
Understand and strive to look for creative ways to handle the customers specific needs/situation and meet or exceed call center metrics while providing excellent and consistent customer service
Identify loans that require a special touch by the client to handle sensitive or urgent matters
De-escalate situations involving dissatisfied borrowers or their representatives, offering patient assistance and support, escalate issues promptly and with the appropriate sense of urgency when necessary
Work collaboratively with team members and call center management to contribute to department goals and maintain service level objectives.
Maintain strict confidentiality of customer information and interactions.
Become knowledgeable in all areas of the call center with high focus to resolve defaults and prevent foreclosure
Adhere to all established company policies and procedures

Qualifications

Education

High school education or equivalent required.

Experience/Training

Minimum one years’ experience in a call center or similar quality driven customer service environment
Soft collection experience preferred
Familiarity with FDCPA, TCPA, CFPB, and Consumer Privacy Laws

Professional Certification/License

N/A

Skills and Abilities

Learn and become familiar with operating systems including Genesys call center software and Celink’s proprietary servicing platform.
Exceptional customer service, active listening, and verbal and written communication skills, and professional phone voice
Understanding of company products, services, and policies
Proficiency with computers, especially with CRM software, and strong typing skills
Ability to ask prying questions and diffuse tense situations
Strong time management and decision-making skills
Adaptability and accountability
Ability to learn and adapt to a changing environment quickly
Able to work independently and as part of a team
Ability and willingness to take ownership of issues and apply the appropriate sense of urgency
Ability to effectively communicate feedback and present observations, trends and recommendations to peers and management staff
Friendly and respectful

Compensation: The salary range for this position is $31,824.00 - $39,780.00. Actual compensation will be determined based on factors such as job‑related knowledge, skills, experience, and geographic location.

Working Conditions

Work is performed in a professional office environment with no unusual hazards. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Celink

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