Escalations Specialist

Summary

The Specialist, Escalations is responsible for assisting customers to address disputes or concerns; resolve them in a timely manner, and to ensure the customer’s satisfaction. This will include helping in a call center capacity in customer service and collections. The ultimate goal of the Specialist is to be an advocate for the customer to resolve any issues they may have. 

Essential Job Functions:

• Man the escalation and help lines to assist Customer Care Representatives with escalated issues or questions.
• Provide empathy and understanding to customers that call in with issues or complaints.Work to deescalate potential issues and prevent negative outcomes.
• Work with call center management to resolve escalated issues. Notify leadership of potential risks to mitigate future issues.
• Work with other lines of business, and collaborate across boundaries to ensure that all necessary steps are taken to resolve customer issues.
• Answer inbound and make outbound calls, from the Customer Care Call Center, and respond to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers.
• Follow up with all necessary parties to close out calls and to ensure resolution.
• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.
• Maintain confidentiality of customer’s nonpublic information.
• Provide information and knowledgeable assistance regarding mortgage loans by retrieving loan information and provide customers their information quickly and efficiently.
• Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
• Provide written and verbal responses to customer inquiries as needed.
• Maintain regularand punctualattendance.

Other Related Duties:

Customer service experience in a mortgage environment.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

Associate's degree (A.A.) or equivalent from two-year College or Technical School; or 1 year or more of related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations:

None required

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.