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Client Support Specialist

2 months ago

Hancock, Michigan, United States University Bancorp Full time
University Bancorp is seeking a Client Support Specialist to enhance our team

Overview of the Role

The Client Support Specialist (CSS) is tasked with managing incoming inquiries through a multi-line phone system while also initiating outbound communications. The CSS will assist clients with questions regarding account balances, escrow details, payment histories, and transaction processing. Additionally, the CSS must be knowledgeable about and able to articulate consumer regulatory rights and protections.

Key Responsibilities
  • Handle a high volume of inbound and outbound communications efficiently.
  • Assess client needs, clarify details, investigate issues, and provide effective solutions.
  • Maintain accountability for calls throughout the entire process of a client's request, including necessary follow-ups.
  • Document conversations in our customer service database.
  • Achieve team performance targets both qualitatively and quantitatively.
  • Process electronic payments in accordance with established procedures.
  • Utilize our account management platform to review client accounts for the following:
    • Transaction history.
    • Payoff documentation.
    • Private Mortgage Insurance (PMI) status.
    • Escrow evaluations.
    • Update client contact details.
  • Conduct introductory calls to new clients:
    • Address any preliminary inquiries regarding loan servicing.
    • Verify client information including mailing addresses and identification numbers.
    • Assist clients with online registration and explain available payment methods.
    • Make additional outbound calls as directed.
Additional Responsibilities
  • Propose enhancements to processes to improve operational efficiency.
  • Perform other duties as assigned by management.
Qualifications

Education and Experience
  • High school diploma or equivalent is required.
  • Prior experience in mortgage servicing is preferred.
  • A minimum of one year of customer service experience is required.
Skills and Competencies
  • Ability to build and maintain positive relationships with clients and partners.
  • Complete all assigned tasks and training promptly.
  • Exhibit professional communication skills in both verbal and written formats.
  • Demonstrate strong organizational and analytical abilities.
  • Pay close attention to detail.
  • Handle sensitive and confidential information with discretion.
  • Effectively manage multiple tasks and prioritize responsibilities.
  • Proficient in email, word processing, and customer service software.
  • Exhibit a high level of reliability.
Work Environment

The primary work setting is within a climate-controlled office environment or a designated home office, as determined by management. Employees may encounter standard indoor allergens and work closely with colleagues or independently as required.

Physical Demands
  • Ability to lift up to 20 pounds.
  • Extended periods of sitting at a workstation.
  • Perform repetitive tasks, including the use of a computer mouse and keyboard.
Disclaimer

The above descriptions are intended to convey the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform tasks outside of their usual responsibilities as necessary.

**University Bancorp is an Equal Opportunity / Affirmative Action Employer**