Senior Customer Care Specialist
Company: Beacon Hill Staffing Group, LLC
Location: Springfield
Posted on: January 12, 2021
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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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