Customer Resolution Intake Analyst

Two Harbors Investment•Coppell, TX

6d•Onsite

About The Position

The Customer Resolution Intake Analyst is responsible for the completion of key inflow and outflow processing tasks, under the direction of Correspondence Leadership. The Customer Resolution Intake Analyst is responsible for processing inbound customer communications received via RoundPoint’s electronic and physical channels, initiating business processes for recipient business units, and processing outbound responses to customer complaints, inquires, and requests for assistance. The Customer Resolution Intake Analyst reports to the Customer Resolution Intake Supervisor and must develop strong working relationships with co-workers, vendors, and customers.

Requirements

Bachelor’s degree required
Ability to use software tools like Microsoft Word, Excel, and PowerPoint
Practical experience with BKFS
Must have excellent organization, interpersonal, communication, and customer relation skills
Detail oriented and the ability to multi-task
Highly motivated, organized and disciplined

Responsibilities

Takes directions from the Customer Resolution Intake Manager to deliver effective processing services
Providing outstanding customer service to both internal and external customers
Analyze incoming communications received via RoundPoint’s electronic and physical channels
Initiate business processes for recipient business units in accordance with documented processes
Respond to customer inquiries using appropriate predefined messages
Process outbound responses to customer complaints, inquires, and requests for assistance via electronic and physical channels
Working with cross-department co-workers to ensure that all service delivery objectives are met
Contribute to continuous improvement projects to improve efficiency and lower costs
Other work related duties, as assigned
Responsible for meeting RoundPoint’s commitment to compliance