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Customer Service Specialist

2 months ago

Tallahassee, United States Mimutual Full time

**Customer Service Specialist** **Department:** Branch Administration

**Location:** Tampa, FL **Job Summary** The Customer Support Specialist will oversee business relationships between realtors and MiMutual Mortgage in the greater Tampa area. The Customer Support Specialist will be responsible for the research and analysis of business opportunities, consistent with the Companys long range and strategic plans, to develop and implement growth opportunities within the organization. **Summary of Role and Responsibilities** * Deepen relationships with current and past customers to increase retention and referrals * Pulls customer compare ratios numbers monthly * Pulls daily reports and organizes into a reporting format * Serves as the point-of-contact for all client relations-related concerns, questions, and escalations which arise (i.e., from Account Executives, Underwriters, etc.) * Assists with overseeing the servicing retention program to help determine the most effective campaign to utilize * Manages daily inbound customer calls providing excellent customer service and properly documenting each customer interaction within the proprietary system * Meets and exceeds department service level agreements for inquiries (e.g., phone, email, etc.), utilization standards, and calls per hour metrics * Provides excellent customer service and defuses customer aggravation through advanced professional communication, people skills, and service strategies by identifying the root causes of customer service issues and * Provides status updates, process direction, and policy help for clients and loan officers * Communicates with realtors to answer questions, and/or concerns * Provides excellent customer service and defuses customer aggravation through advanced professional communication, people skills, and service strategies by identifying the root causes of customer service issues and soliciting feedback from internal and external customers by successfully resolving customer needs to a 95% execution * Participates in customer out-reaches by working with management to determine which customers may need to be contacted about their recent experience and contacting the customer directly to understand their concerns and keeping all interested parties up-to-date on the outcome of the communications with the customer **Minimum Knowledge, Skills and Abilities** * Intermediate understanding of marketing functions * Intermediate knowledge in Microsoft Word, Excel, Outlook, and Internet Explorer * Exceptional customer service * Accurate and attentive to details * Ability to communicate effectively with all levels * Ability to assist and support others in a positive manner * Ability to successfully set-up webinars, conference calls, and other basic business machines * Ability to positively project the Company and department **Minimum Education Requirements** * High School Diploma or related field of study or equivalent combination of training experience sufficient to successfully perform the essential functions of the job **Preferred Education, Knowledge, Skills and Abilities** * Three + years previous experience in a similar role * Previous experience within real estate or mortgage industry **Work Environment** Work is performed within an office environment, with standard office equipment available. **Physical Factors** 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. While performing the duties of this Job, the employee is regularly required to sit for extended periods of time; use hands to finger, handle, or feel the computer; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

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