Customer Experience Specialist I
JOB SUMMARY
This position is primarily responsible for assisting our Clients and Customers by responding to inquiries pertaining to mortgage loan servicing and other general concerns within a call center environment via all forms of electronic communication (phone, email, fax, chat). Customer Experience Specialists engage with Clients and Customers to deliver service that exceeds expectations and which is consistent with LoanCare Customer/Brand Experience methodology.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare Brand Experience expectations
Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
Accurately track and document all communications with customers to provide a detailed history of contact
Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
Achieve monthly individual and team based targeted performance goals
Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
Direct requests and unresolved issues to the designated resource
All other duties as assigned
MINIMUM QUALIFICATIONS
High school diploma, general education degree or equivalent
Two (2) years of Call Center or Customer Service experience preferred
Knowledge of customer service principles and practices
Excellent communication skills
Attention to detail and accuracy
Problem-solving skills and problem analysis
Basic mortgage product knowledge preferred
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
This position is primarily responsible for assisting our Clients and Customers by responding to inquiries pertaining to mortgage loan servicing and other general concerns within a call center environment via all forms of electronic communication (phone, email, fax, chat). Customer Experience Specialists engage with Clients and Customers to deliver service that exceeds expectations and which is consistent with LoanCare Customer/Brand Experience methodology.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare Brand Experience expectations
Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues
Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
Accurately track and document all communications with customers to provide a detailed history of contact
Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
Achieve monthly individual and team based targeted performance goals
Follow escalation procedures to address customer concerns requiring additional research or resources to resolve
Direct requests and unresolved issues to the designated resource
All other duties as assigned
MINIMUM QUALIFICATIONS
High school diploma, general education degree or equivalent
Two (2) years of Call Center or Customer Service experience preferred
Knowledge of customer service principles and practices
Excellent communication skills
Attention to detail and accuracy
Problem-solving skills and problem analysis
Basic mortgage product knowledge preferred
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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