Resolutions Specialist

TEKsystems•Chandler, AZ

2d•$21 - $21•Onsite

About The Position

This person will be responsible for handling inbound and outbound emails with our homeowners as well as overflow inbound phone calls from our Client Engagement Team. This position plays a key role in ensuring that our homeowners receive the highest quality client service with their requests for research within our team, and critical contact center metrics are met. The ideal candidate thrives in a fast-paced environment, has great de-escalation skills, and is able to weave in and out of various parts of what is required within our business needs for Client Experience. You may be expected to flex between communication channels as the needs of the business change.

Requirements

Customer service
Call center
Mortgage
Loans
financial services
Mortgage Servicing
loan servicing
inbound and outbound calls
google suite
resolution skills
Data entry
Customer support
Finance
Banking
Closing
Bilingual
Can type 45 WPM or more with 90% accuracy.
Solid computer skills, including typing and navigation.
Strong written and verbal communication skills
Excellent attention to detail.
Ability to collaborate with other business areas.
Ability to de-escalate customer issues.
Minimum education requirement: High school diploma or GED equivalent required

Nice To Haves

1-2 years of customer service experience preferred, with great attention to detail, both written and verbal.
Google Suite experience preferred.
Mortgage experience or servicing experience preferred
Experience using CRM software (e.g., Zendesk) preferred
Ability to multitask and navigate different platforms.

Responsibilities

Answer homeowner inquiries received from the contact center by conducting research and coordinating with back office teams for a resolution within a specific time frame to meet our Service Level Agreements for Client Experience.
Respond via chat to homeowner inquiries received from the contact center by conducting research and coordinating with back office teams for a resolution within a specific time frame to meet our Service Level Agreements for Client Experience.
Manage and respond to direct homeowner email inquiries with a sense of urgency and high caliber of quality.
Handle inbound/outbound phone calls per department guidelines and standard operating procedures in a fast-paced environment.
Guide homeowners through questions and issues with their Account, Payments, Loan Transfers, Insurance and Taxes (Escrow), and other transactional inquiries
Deep dive research and resolve all levels of homeowner inquiries and issues; for example, escrow analysis breakdown, shortage review, misapplied payment, etc.
Ensure customer satisfaction by providing homeowners with courteous, professional, and efficient email responses
Communicate with various internal departments on a regular basis for homeowner-related inquiries for a swift resolution to their queries.