This position is responsible for reviewing, analyzing and providing information to Client Resolution Specialists in order to provide front line, direct contact with clients regarding complaints. This teammate may have a combination of subject matter expertise in consumer, mortgage or commercial products and services as well as regulatory agencies and laws to ensure responses to clients are thorough, accurate and fulfill expectations of the various external bodies. Regular use of computerized systems will be used for tracking, information gathering and/or trouble shooting the concerns raised by the client.
The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Deliver exceptional client service by composing written correspondence to accurately address the client questions and concerns.
Ensure all cases are adhering to all regulatory and compliance guidelines and policies.
Assess client needs and suggest appropriate products and services.
Maintain required performance standards (e.g. quality, productivity, service level agreement requirements).
Ensure the security of client information.
Ensure that if applicable a task is open, completed and the various systems are documented to support the research and resolution.
Actively engage in providing feedback to improve communications and business processes.
Assist in the resolution and tracking of client complaints. Ensure each complaint is logged with detailed explanations from the research completed. Ensure each complaint is routed to appropriate queue for tracking and reporting purposes.
Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities.
Escalate complaint related trends and concerns to management as needed.
Attend onsite meetings as required.
QUALIFICATIONS
Required Qualifications:
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.
High School Diploma, or equivalent education and related training
Three years of high levels of performance/achievement in a call center, bank operations, or mortgage operations
Excellent client service skills
Consistent success in effective problem resolution
Ability to appropriately prioritize and organize tasks to meet deadlines
Ability to multi-task in a high volume fast-paced environment
Strong decision-making skills
Effective listening skills
Excellent verbal and written communication skills
Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
Creative thinker and problem solver
Bright, articulate and detailed oriented
Action oriented and self-disciplined
Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions
Ability to think sequentially and conceptually to accurately analyze and resolve problems while minimizing client effort
Ability to empathize with and prioritize client needs
Ability to quickly learn/acquire all necessary platform applications required to perform the job
Demonstrated proficiency in basic computer applications, such as Microsoft Office products, including Power Point and Excel