Client Services Associate

2 weeks ago

Coraopolis, PA, United States ServiceLink Full time
Overview

Are you ready to take your career to the next level? ServiceLink, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry, to join our team as a Client Services Associate. The ideal candidate will enjoy working with clients, both internal and external; is detail oriented; and is driven to meet tight deadlines in a fast paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big.

A DAY IN THE LIFE

In this role, you will...

• Cultivate and enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance, and ensuring that key information and documentation remains current

• Answer phones and respond to customer requests

• Identify, research, and resolve customer issues using the computer system

• Manage and maintain order pipeline

• Track and place customer inquiries in the computer system

• Monitor team mailboxes

• Make outbound phone calls as needed to resolve client inquiries and drive pipeline performance

• Provide customers with product and service information

WHO YOU ARE

You possess ...

• Quality customer service skills

• A penchant for excellence. You will use your strong attention to detail to maintain our quality standards.

• The ability to multitask in a fast paced environment, especially the ability to meet tight deadlines for our clients.

• Highly proficient written and oral communication skills

• Excellent critical thinking, problem solving, and mathematical skills, along with sound judgement

• Strong attention to detail and the ability to work both independently and as part of a team

• Effective time management skills and the ability to meet deadlines

• Flexibility and willingness to work tasks assigned by management to meet Team, Client, and Department goals

Responsibilities

• Place and answer phone calls to resolve and respond to customer inquiries

• Track and place customer inquiries in computer system

• Provide customers with product and service information

• Identify, research, and resolve customer issues using the computer system

• Follow-up on customer inquiries not immediately resolved

• Follow-up on client delays for prompt resolution

• Research billing issues

• Recognize, document and alert the manager of trends in customer calls

• Recommend process improvements

• Perform all other duties as assigned

Qualifications

• High school diploma or equivalent

• Quality customer service skills

• Basic reading, writing, and arithmetic skills required

• Computer literate with the ability to learn customer service software applications

• Professional verbal and written communication skills and the ability to type 30 wpm

• Ability to maintain a positive and professional business relationship with clients and internal staff

• Proficient in Microsoft Suite, including Office, Teams, and Excel

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