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Customer Service - Digital Response

Company: Aerotek
Location: Plano
Posted on: January 11, 2021

Job Description:

Description:*Working a large inbox que an distributing emails to the proper departments. *Strong written communication skills*Desire to support all customers as quickly as possible*Reading and researching the loan properly to understand which team needs to respond to the customer *Problem solving and critical thinking skillsConduct daily review of active pipeline and identify appropriate client follow-up actionsInteract with external clients providing reporting highlighting items requiring action, working with clients to solve open loan level itemsConduct client outreach to solicit feedback, provide trending and position the value propositionReview pipeline of all loans within assigned client segment for invalid stipulations or identification of alternative solutionsIdentify and resolve client issues/friction and escalate to management as appropriateWork with internal Account Executives to deepen client relationships and drive repeat businessInteract with multiple departments to expedite processing and/or issue resolution Manage inquiries to other Client Support functions to ensure consistency and accuracyMaintain communication channels with internal and external partnersServe as a primary contact regarding customer needs on products, programs, and servicesLead onboarding and training for new clientsManage individual SLAs and turn times on all loans in their pipelineConduct quarterly book reviews and loan level file review with PAMUse all resources to resolve loan issues escalated by the client, sales or managementComplete special assignments necessary to support business strategyPerform other related duties as required and assignedDemonstrate behaviors which are aligned with the organization's desired culture and valuesIdeal candidate would have the following: Prior experience in a client facing role (mortgage not required)The role involves research on customer loan interactions that went wrong - candidate will be doing research on these loans, analyzing the data, looking for trends and identifying process improvements options.Skills:Customer Experience Manager, Mortgage Loans, Pipeline Maintenance, Business Analysis, Loan Pipeline, Problem Solving, research analysis, Customer Service Oriented, Customer Service, Customer Service SkillsTop Skills Details:Strong Customer Service ExperienceStrong analytical and communication skillsAbility to problem solve loan status and stallmentAdditional Skills & Qualifications:Bachelors Degree Preferred (Business Related Preferred) 3+ years of Customer Service experience required (prefers face-to-face)Open to various industries Critical thinking abilityResearch and follow up skillsExcel Skills Required (Spreadsheets, etc)Ability to understand the importance of providing Top Quality Customer ServiceSoft Skills Needed: Customer Service, Leadership skills, Coachable, Self-Motivated, DrivenBachelor's degree or higher in Business Administration, Finance or related field or applicable direct industry experienceFunctional understanding of applicable Federal, state and local lending regulations.Demonstrates expertise in a variety of Industry concepts, practices & procedures.Demonstrate ability to plan and execute stated goalsBasic software proficiency including Microsoft Office Suite.Communication - Excellent communication skills with the ability to interact with all levels of external clients and internal leadership and think in a strategic manner. Speaks and writes clearly and persuasively and competent group presentation skillsInterpersonal Effectiveness - Maintains a positive attitude and provides exemplary internal and external customer service.Judgment - Displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.Planning/Organizing - Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.Problem Solving - Identifies and resolves problems in a timely manner and gathers and analyzes information skillfullyQuality Management - Looks for ways to improve and promote quality and demonstrates accuracy and thoroughnessMust be a team player with strong attention to detail and able to work independentlyProven track record at delivering timely and accurate information in a fast-paced environment About Aerotek:We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: Aerotek, Plano , Customer Service - Digital Response, Hospitality & Tourism , Plano, Texas

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