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Specialist
Freedom Mortgage
Camden, NJ, United States
Job Details - this job has expired, please see similar jobs below
Position Description:
• Man the escalation and help lines to assist Customer Care Representatives with escalated issues or questions.
• Provide empathy and understanding to customers that call in with issues or complaints. Work to deescalate potential issues and prevent negative outcomes.
• Work with call center management to resolve escalated issues. Notify leadership of potential risks to mitigate future issues.
• Work with other lines of business, and collaborate across boundaries to ensure that all necessary steps are taken to resolve customer issues.
• Answer inbound and make outbound calls, from the Customer Care Call Center, and respond to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers.
• Follow up with all necessary parties to close out calls and to ensure resolution.
• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.
• Maintain confidentiality of customer’s nonpublic information.
• Provide information and knowledgeable assistance regarding mortgage loans by retrieving loan information and provide customers their information quickly and efficiently.
• Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
• Provide written and verbal responses to customer inquiries as needed.
Supervisory Responsibilities:
This job has no supervisory responsibilities.