JOB FUNCTIONS AND RESPONSIBILITIES
- To provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective, and professional manner via e-mail. Adhere to investor servicing guidelines and internal policies and procedures.
- Answering Customer Service, Customer Resolution, Home Retention Department (HRD), and ERM customer inquiries received through email and from the website.
- Processing requests from Relationship Managers (RM), ERMs, and supervisor from the Customer Care Department.
- Processing requests from other departments, such as Lien Release, Assumptions, Escheat and Land Title Adjustment, Tax and Insurance.
- Managing specific MSP tasks which require an email to be sent to customers. Providing accurate and timely information to the customer through email. Keeping abreast of all procedural changes and application of these changes to daily business.
- Updating information in MSP / Reverse Quest as it pertains to each specific situation.
EDUCATION / EXPERIENCE
Bachelor’s degree or equivalentMinimum of one-year experience in a customer service or collections environment preferredProficient with Microsoft Office products ( Word, Excel, etc.)Strong written / verbal communication skillsConvincing / InfluentialAbility to deal with conflict and resolve accordinglyAdapts well in a changing environmentNo documented disciplinary action in the past monthsShould have an Appraisal rating of “Effective Performance” or above in the last completed performance cycleShould have completed months in the current roleWORK SCHEDULE OR TRAVEL REQUIREMENTS
Scheduled shift changes because of business needs (associate must be flexible)