Contact Center Member Services Specialist

4 weeks ago

Overland Park, United States TruHome Solutions, LLC Full time

TruHome Solutions is a credit union-owned, full-service mortgage company providing a full range of services to credit unions and their members nationwide. TruHome is a company built by mortgage professionals who are approachable, knowledgeable, and service-minded. We seek to deliver Real. Simple. Service. to our credit union partners and members. Every time



Headquartered in Overland Park, KS we’re always seeking service-minded, friendly people to work with us. As a premier employer in the Kansas City area, TruHome Solutions, offers excellent comprehensive benefits, a fun culture and good vibes We focus on creating meaningful relationships with our credit union partners, their members, and our employees.



Are you ready to start a career with a stable and reputable company? Look no further We're seeking a qualified candidate to join our dynamic team



GENERAL FUNCTIONS:

This position is responsible for handling a variety of member services calls in a prompt and courteous manner. Requires working in an automated call queue to assist our customers, resolve mortgage related questions and issues that may include but are not limited to include address corrections, account research, balance inquires,

name changes, payment applications as well as credit reporting concerns. This position will also be responsible for correspondence received either by department inbox or by general mail and may assist with various mortgage servicing projects.


PRINCIPAL ACCOUNTABILITIES:

· Receives customer telephone questions and concerns in a professional manner and provide timely and accurate resolution.

· Presents a positive, successful image of THS through a professional demeanor and caring approach with members.

· Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Member Services Seniors, Leads or Manager.

· Minimizes customer impacts and ensures each customer has a positive interaction with mortgage servicing.

· Takes a proactive approach to drive first call resolution by asking questions to clarify needs, thoroughly addressing inquiries, and setting appropriate expectations.

· Abides by established procedures and guidelines.

· Assists in identifying potential risks, communicates them to management and takes appropriate steps to avoid risk.

· Identifies potential improvements to current team processes and procedures.

· Develops and maintains positive working relationships by providing high quality customer service to all internal and external customers.

· Promotes honest and open communication throughout TruHome Solutions.

· Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

.


KNOWLEDGE, SKILLS AND ABILITIES:

· Knowledge of mortgage and mortgage related products.

· Proficiency in business applications, such as Microsoft Office suite, especially Word and Excel.

· Knowledge of our Servicing System, MSP, a plus.

· Excellent organizational, analytical, and problem-solving skills.

· Must be able to manage multiple projects simultaneously and work in a fast-paced environment with changing priorities.

· Ability to work under pressure and with strict deadlines.

· Strong ability to communicate effectively in writing and orally.

· Ability to resolve interpersonal conflict and miscommunications.

· Ability to maintain a high level of confidentiality.

· Ability to be flexible with work schedule.

· Ability to communicate with individuals utilizing a telephone; requires ability to both listen and communicate effectively.


PHYSICAL ACTIVITIES:

No physical requirements. Must be able to sit and use a computer for extended periods of time.


WORKING CONDITIONS:

This position is expected to work in general office environment with no travel. Overtime may be needed.


EDUCATIONAL/EXPERIENCE REQUIREMENTS:

· High School Diploma is required.

· Bachelor’s Degree is highly preferred.

· Call Center Customer Service experience is highly preferred.

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