Qureos Mentor

Full Potential Solutions

<div>About Us
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.
Our Core Values:<ul>
<li>
Integrity - Do what&rsquo;s right for everyone: clients, shareholders, partners &amp; colleagues, TEAM is more important than self, and create an atmosphere of mutual respect</li>
<li>Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement</li>
<li>Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate</li>
<li>Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal</li>
</ul>
Our Mission: To create conditions within which people can thrive!
We&rsquo;re looking for experienced Customer Support Analysts who are passionate about delivering world-class service and have a solid understanding of the evolving crypto and Web3 landscape.
As a Customer Support Analyst you will serve as a primary subject matter expert for Coinbase&rsquo;s products, providing world-class service and support to our most valued customers. You&rsquo;ll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We&rsquo;re looking for an individual who has a passion for making the customer experience seamless and phenomenal. 
 
Duties and Responsibilities:<ul>
<li>
Responsible for providing support for high-profile Coinbase customers across multiple channels (phone, messaging &amp; email) by investigating, troubleshooting and resolving customer issues.</li>
<li>Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.</li>
<li>Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.</li>
<li>Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible, ensure all defects are logged appropriately.</li>
<li>Seek opportunities to add value for customers through education, proactivity and clear expectation setting.</li>
<li>You will be responsible for providing best in class customer support, handling customers proactively to mitigate issues, handling contacts through to resolution, and collaborating across teams of subject matter specialists to fix issues with urgency.</li>
<li>Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.</li>
<li>Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.</li>
<li>Champion clear communication with internal and external partners to align on solutions and drive results.</li>
<li>Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile.</li>
</ul>
Qualifications:<ul>
<li>
Minimum of 3 years experience in a contact center environment as customer support (chat and phones)</li>
<li>Background in finance, finance technology, banking</li>
<li>Working knowledge of crypto, blockchain and other web 3 concepts</li>
<li>Excellent English communication skills in order to engage with high-profile customers</li>
<li>Experience in training or QA roles preferred.</li></ul></div>

Risk Investigator Associate

<div>About Us
Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.
Our Core Values:<ul>
<li>
Integrity - Do what&rsquo;s right for everyone: clients, shareholders, partners &amp; colleagues, TEAM is more important than self, and create an atmosphere of mutual respect</li>
<li>Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement</li>
<li>Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate</li>
<li>Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal</li>
</ul>
Our Mission: To create conditions within which people can thrive!
The Loss Mitigation Specialist acts as the Single Point of Contact (SPOC) and is assigned a portfolio of non-performing assets to contact, negotiate and complete loss mitigation alternatives to minimize foreclosure losses.
Essential Duties and Responsibilities include the following. Other duties may be assigned<ul>
<li>
Contributes to the progress of the department by understanding the measurements used to define success and how they can positively impact those measurements.</li>
<li>Meets monthly individual and team goals and key performance indicators.</li>
<li>Handles a portfolio of multiple mortgage products that are 90+ days delinquent, or have requested loss mitigation, as governed by investor, departmental and legal guidelines; minimizing the loss due to foreclosure through the use of loss mitigation options.</li>
<li>Receives inbound calls and makes outbound calls to customers, attorneys, realtors and other authorized parties on the account and educates them on options available to resolve delinquencies.</li>
<li>Understands and discusses customers&rsquo; general requirements for loan modifications, short sales, deeds in lieu, cash for keys, and consents to judgment other loss mitigation options.</li>
<li>Analyzes specific financial situations; recommends and initiates the proper loss mitigation tool to assist each borrower.</li>
<li>Conducts light skip-tracing activities.</li>
<li>Reviews title searches to ensure that no title issues threaten the standing of our investor&rsquo;s lien on the property.</li>
<li>Ensures compliance with company policies and procedures.</li>
<li>Reviews and update daily reports and accounts.</li>
</ul>
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:<ul>
<li>
Excellent attention to detail.</li>
<li>Ability to multi-task and consistently meet multiple deadlines.</li>
<li>Strong verbal and written communication skills.</li>
<li>Ability to work in a team environment.</li>
<li>Ability to use good judgment.</li>
<li>Strong consulting and advising customer communication skills via telephone and written communication.</li>
</ul>
Competencies: To perform the job successfully, an individual should demonstrate the following:
Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.
Business Ethics&ndash; Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
Communications- Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
Customer Service- Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Dependability- Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
Teamwork- Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.
Education/Experience: High school diploma or general education degree (GED) required. Associate's degree (A. A.) from two-year College preferred. Two to four years' related experience and/or training required. GSE loss mitigation experience preferred, with specific emphasis on FHLMC and FNMA loss mitigation.
Language Ability: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with MSP, Black Knight/LPS and Fiserv preferred.
Certificates and Licenses: N/A
Supervisory Responsibilities: N/A
Travel: Some travel maybe required.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position works in a typical office environment with moderate noise levels.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to 10 pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to be able to talk and hear, but no special vision is required beyond the ability to see in order to read.</div>

Loss Mitigation Specialist

Join Full Potential Solutions and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Full Potential Solutions

ABOUT_COMPANY

Risk Investigator Associate

Loss Mitigation Specialist