Senior Specialist, Client Operations
About The Position
We’re seeking a future team member for the role of: Senior Specialist to join our Client Operations, Ginnie Mae Operations team. This role is in New York, NY. In this role, you’ll make an impact in the following ways: Direct Contact with clients for troubleshooting, correcting errors/exceptions and inquiries. Independently assist clients by responding to phone, email, and other inquiries regarding supported services. Provide daily Reconciliations as well as metrics. Reviews daily open items to ensure proper follow-up and closure. Meet all Service Level Agreements for daily deliverables. To successfully ensure all tasks and assigned projects deliverables are met. Prepare, Participate and Conduct requested Trainings – Internal and External.
Requirements
- Bachelor's degree or the equivalent combination of education and experience is required
- Excellent verbal and written skills
- Excellent Communicator
Nice To Haves
- 5-7 years of total work experience preferred
- Preferred Customer Service experience
Responsibilities
- Direct Contact with clients for troubleshooting, correcting errors/exceptions and inquiries
- Independently assist clients by responding to phone, email, and other inquiries regarding supported services
- Provide daily Reconciliations as well as metrics
- Reviews daily open items to ensure proper follow-up and closure
- Meet all Service Level Agreements for daily deliverables
- Ensure all tasks and assigned projects deliverables are met
- Prepare, Participate and Conduct requested Trainings – Internal and External
- Provides quality support to clients with routine transactions and processes daily
- Under direct supervision, assist clients by responding to phone, email and other inquiries regarding company products, services and procedures
- Provides basic technical assistance to clients and assists in responding to straightforward client inquiries
- Provide Daily, Weekly, Monthly, Quarterly, Semi and Annual Metric, Business and Management reporting
- Support the Operations Manager on special tasks and projects
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What This Job Offers
Job Type
Full-time
Career Level
Senior
