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
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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.
