Client Communication Support Associate
2 weeks ago
About Rock Connections
Rock Connections is part of a diverse group of nearly 100 businesses that span various sectors including fintech, sports, entertainment, and real estate. Our organization thrives on a culture that emphasizes innovation and a commitment to our clients, community, and team members.
Our Commitment
We are dedicated to fostering inclusive workplaces where every voice is valued and diverse perspectives are embraced. Working with us is more than just a job; it’s an opportunity for personal and professional growth.
Role Overview
As a Client Communication Support Associate, you will play a vital role in delivering exceptional client service within our inbound call center. Your responsibilities will encompass a range of inquiries related to payments, escrow, and the overall management of client loans.
Key Responsibilities
- Analyze and identify trends that affect the client experience and relay insights.
- Enhance client satisfaction by providing timely and quality support.
- Adapt swiftly to evolving processes and training requirements.
- Communicate effectively with all stakeholders, utilizing both written and verbal methods that align with company standards.
- Employ critical thinking to accurately assess and address client needs regarding general and escalated loan servicing inquiries.
- Document client interactions clearly and accurately in written form.
- Set the benchmark for outstanding customer service, ensuring each client receives unparalleled attention.
- Understand the interplay between different servicing teams and adjust communication strategies accordingly.
- Utilize real-time resources to quickly identify effective solutions for one-call resolutions.
- De-escalate client concerns using active listening and persuasive communication skills.
- Provide support for technology navigation and assist with fee collection when necessary.
Benefits and Perks
At Rock Connections, we prioritize the well-being of our team members and their families. We offer a comprehensive range of health benefits and perks designed to support your individual needs and help you thrive.
Who We Are
Rock Connections is a Detroit-based organization committed to delivering simple, fast, and reliable digital solutions for complex transactions. We pride ourselves on our unique approach and dedication to creating an inclusive workplace where every voice is heard.
Our Recognition
We have been honored with numerous accolades, including recognition as one of the best workplaces in financial services and insurance, showcasing our commitment to excellence.
Equal Opportunity Employer
We are proud to be an equal opportunity employer, dedicated to creating an inclusive environment based on mutual respect for all candidates and team members.
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