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Customer Experience Specialist
ServiceLink
Chandler, AZ, United States
Job Details - this job has expired, please see similar jobs below
A DAY IN THE LIFE
In this role, you will…
• Assist homeowners with routine or complex issues and requests, in a call center environment
• Use an advanced telephony system
• Explain mortgage based process information
• Make decisions to resolve customer issues
• Navigate and enter data on a computer platform
• Provide exceptional customer service
WHO YOU ARE
You possess …
• Enjoy speaking to customers over the phone
• Understanding of mortgage servicing; escrow, taxes, payment application
• Desire to helps your peers, your team, and all around you because you are highly driven and lead by example
• Analytical ability to apply data and information to all processes and solutions
• Ability to provide consistent engagement in customer and brand experience
LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.
Qualifications
DETAILED JOB DUTIES
• 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
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
WORK CONDITIONS
Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.
EQUAL OPPORTUNITY POLICY
LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.