The Customer Relations Call Center Specialist II is responsible for fielding in-bound calls from customers in the servicing of their mortgage and providing excellent customer service and knowledgeable responses to resolve customer concerns.
Responsibilities include :
- Field internal and external calls from the message center and respond to customer request within established timelines
- Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently
- Compare and evaluate possible customer service solutions, and make recommendations to customers to best meet their needs
- Strong commitment to resolving customer issues while maintaining a high level of professionalism and customer service
- Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns
- Complete escrow analysis, account maintenance changes, payoff requests, and handles credit bureau disputes
- Adhere to operational controls including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets
- Ability to maintain composure with a friendly demeanor while discussing difficult and complex issues with discontent customers
- Handle escalated calls and act as resource for other agents
- Other duties as assigned
Customer Relations Call Center Specialist II
Customer Relations Call Center Specialist II. Field internal and external calls from the message center and respond to customer request within established timelines . Compare and evaluate possible customer service solutions, and make recommendations to customers to best meet their needs. Strong...
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