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Customer Experience Specialist
ServiceLink
Jacksonville, FL, United States
Job Details - this job has expired, please see similar jobs below
This position is primarily responsible for assisting our Clients and Customers by responding to inquiries pertaining to mortgage loan servicing and other general concerns within a call center environment via all forms of electronic communication (phone, email, fax, chat). Customer Experience Specialists engage with Clients and Customers to deliver service that exceeds expectations and which is consistent with LoanCare Customer/Brand Experience methodology.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
• Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare Brand Experience expectations
• Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
• Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
• Accurately track and document all communications with customers to provide a detailed history of contact
• Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
• Achieve monthly individual and team based targeted performance goals
• Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
• Direct requests and unresolved issues to the designated resource
• All other duties as assigned
Qualifications
MINIMUM QUALIFICATIONS
• High school diploma, general education degree or equivalent
• Two (2) years of Call Center or Customer Service experience preferred
• Knowledge of customer service principles and practices
• Excellent communication skills
• Attention to detail and accuracy
• Problem-solving skills and problem analysis
• Basic mortgage product knowledge preferred