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Senior Customer Care Specialist

Company: Beacon Hill Staffing Group, LLC
Location: Springfield
Posted on: January 12, 2021

Job Description:

General Description: Reviews, analyzes, and responds to all client/homeowner correspondence, web inquiries, client tasks, and calls. Reports to Supervisor.Responsibilities - Include, but are not limited to: * Analyze, research, and resolve complex or escalated client/customer issues as received from account managers or through written correspondence, emails, website inquiries, telephone calls, and tasks; provide timely and accurate responses to clients/customers as appropriate and in compliance with regulatory guidelines.* Research open items and resolve high-priority issues, navigating and escalating the issue through the appropriate departments and response teams.* Document the servicing system by using the tasking application and following organizational guidelines for system documentation.* Provide written confirmation and documentation of completed research and outcomes and respond to borrower complaint correspondence per regulatory guidelines.* Identify root cause of client and borrower issues and alert appropriate level of management.* Monitor governmental agency websites for borrower complaints in order to analyze, research, and resolve issues.* Train and mentor new team members.* Actively participate in identifying process improvement opportunities within the department.* Proactively alert management when established KPI minimums are not being met.* Comply with Code of Conduct and regulatory training requirements.* Successfully complete annual regulatory compliance training.* Complete quarterly training through Corporate Training department.* Additional duties as assigned.Required Qualifications: * High School diploma or equivalent * 3+ years Mortgage Banking or related industry experience, particularly in a customer service or research capacity * Proficient skills in typing, spelling, grammar, sentence structure, and proofreading * Solid PC skills: Proficient with Microsoft applications and loan servicing platforms * Strong analytical and problem-solving skills and attention to detail/accuracy* Ability to handle complex, multiple tasks simultaneously in a fast-paced, high-volume environment* Effective verbal and written communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences, including the ability to explain complex issues and resolutions clearly and concisely* Outstanding customer service skills, including conflict resolution management* Excellent writing skills/creative writing. * Ability to multitask several cases at a time.Preferred Qualifications* College degree or mortgage industry experience equivalent* Knowledge of mortgage servicing laws and regulationsPhysical Demands and Work Environment:* The employee is regularly required to communicate (give/receive information) through multiple methods of communication. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle or feel and reach with hands and arms. The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc. * In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.Find Us on Facebook!Follow Us on Twitter!Company Profile:Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.Our niche brands provide direct hire, executive search, temporary staffing, contract consulting and temp/contract-to-hire solutions to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com. We look forward to working with you.Beacon Hill. Employing the Future (TM)

Keywords: Beacon Hill Staffing Group, LLC, Springfield , Senior Customer Care Specialist, Other , Springfield, Illinois

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