Executive Resolution Specialist II
Employment Type: Full-Time
Industry: Customer Service/Call Center
Who is Cenlar? You are. Employee-owners have made Cenlar one of the nation's largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Job Summary This is an-depth customer service-focused role to manage the customer's experience through researching, resolving, and responding to customer escalations, primarily Level 3 complaints. Responsibilities: Review, research and respond to all Level 3 complaints as defined by the approved Complaint Policy and within required due dates. Rapidly assimilate a range of complex information and make decisions based on documented procedures to accurately respond to L3 complaints Accurately identify root cause and follow through with remediation and/or process improvement recommendations based on documented procedures Respond in written or verbal communication to borrowers, clients, regulatory agencies, attorneys and executive leaders professionallyand with accurate information Utilize effective de-escalation skills to create exceptional borrower experiences Partner with business partners throughout the organization to research and resolve complaints while adhering to regulatory requirements and/or client SLA's based on documented procedures Effectively handle competing demands ensuring key priorities and deadlines are met through organization and time management Work closely with internal/external business partners (clients, vendors) on daily requests/inquiries Manage workload in conjunction with performance and quality metrics, utilizing resources and escalation processes. Through effective problem solving, identify complaints that require escalation to supervisors for exception resolution Keep abreast of new rules and regulations in conjunction with federal and state requirements. Other duties as assigned Qualifications: High school diploma or GED required Bachelor's degree or equivalent work experience preferred A minimum of 2 years of Mortgage Servicing experience (Performing and/or Non-Performing) required Compliance/Risk background a plus Excellent verbal and written communication skills Excellent organizational and time management skills Excellent interpersonal skills Demonstrated problem resolution and customer service skills Ability to effectively de-escalate irate borrowers Ability to multi-task Experience with Word, Excel, PowerPoint and SharePoint Experience with Black Knight/ MSP and Salesforce preferred Total Rewards : Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO. Visit www.cenlar.com for more details. Please apply online .
PandoLogic. Category: Customer Service, Keywords: Customer Service Representative
Associated topics: client, help, help desk, information technology support, patient, pc, systems administrator, technician, technician iii, technician iv
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