Customer Advocate II
3 weeks ago
Summary:
Research and resolve customer and/or authorized third party concerns including but not limited to foreclosure, escrow, payment application, credit bureau reporting, and payment changes. Communicate results of research in a clear and timely manner via written correspondence.
Duties:
* Display a commitment to provide superior customer service and communicate effectively with customers and/or authorized third party entities, as well as co-workers and management team.
* Adhere to RESPA, FCRA, and GLBA guidelines and achieve Company standards for dispute resolution.
* Ensure written communication is professional, grammatically correct, and effective.
* Ensure that all research is complete, and issue is resolved the first time.
* Display the appropriate understanding of the Mortgage Industry and Company policies and procedures.
* Ability to conduct yourself within a professional manner and always maintain the integrity of the Company.
* Ability to identify issues and ensure that the response appropriately answers all the issues in an accurate and professional manner.
* Ability to plan and organize workload to achieve 30 calendar day turnaround time requirements.
* React well under pressure and show initiative to act; look for and share new information as discovered; ask for help when needed. Ability to work autonomously.
* Examine and complete full research before requesting any corrections to customer's account and facilitate the completion of any corrections that are necessary.
Specifications:
* S. Diploma or GED minimum required. Associate degree or equivalent business experience preferred.
* Strong Written and Verbal communication skills.
* Strong organizational and time management skills.
* Proven ability to handle stressful situations and effectively manage a high volume.
* Self-starter with proven decision-making skills
* Established Customer Service Skills.
* Knowledge of mortgage laws and regulations required.
* Strong interpersonal skills.
* Ability to handle multiple tasks in a deadline driven environment.
Principal Outcomes/Accountabilities of Job & Direct Reports:
* Achieve departmental turnaround time of 30 calendar days.
* Completes daily required workload as outlined by management.
* Demonstrates professional written and verbal communication skills daily and strives to meet the highest standards of quality.
* Demonstrates the ability to effectively resolve escalated issues in a timely manner.
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