Job summary
The Customer Care Servicing Liaison will be responsible for identifying communication and process improvement opportunities and implementing them within the Servicing Team and its vendors.The Liaison will track complaints and escalations and develop plans to improve processes and communications.Developing and maintaining complaint tracking, following up with vendors, designing potential calling campaigns, creating/modifying reports are among the key responsibilities.
Job seniority: mid-to-senior level
Responsibilities
• Identifying communication and process improvement opportunities and implementing them within the Servicing Team and its vendors• Tracking complaints and escalations and developing plans to improve processes and communications• Developing and maintaining complaint tracking• Following up with vendors to ensure complaints are addressed timely• Designing potential calling campaigns and/or email blasts• Creating and/or modifying reports that allow for proactive measures• Working with up-stream teams to create and/or update processes• Accepting inbound calls and making outbound calls to clients• Responding to emails from clients
Requirements
• 2+ years previous experience in mortgage servicing required• Strong understanding of the entire mortgage process• Strong understanding of sub-servicing relationships• Excellent customer service and communication skills• Analytical skills• Proficient in MS Office; Word, Excel and Outlook• Proficient in pivot tables, charts and graphs• Ability to multi-task in a fast-paced environment• Positive attitude• Ability to work independently• High School Diploma• This role requires on-site attendance
Key Skills Needed
• 2+ years previous experience in mortgage servicing• Strong understanding of the entire mortgage process• Strong understanding of sub-servicing relationships• Excellent customer service and communication skills• Analytical skills• Proficient in MS Office; Word, Excel and Outlook• Proficient in pivot tables, charts and graphs• Ability to multi-task in a fast-paced environment• Positive attitude• Ability to work independently
Benefits
• Paid Time Off (PTO) after just 30 days• Additional parental and maternity leave benefits after 12 months• Adoption reimbursement program• Paid volunteer hours• Paid training and career development• Medical, dental, vision and life insurance• 401k with employer match• Mortgage discount and area business discounts• Free membership to our large, state-of-the-art fitness center• Wellness area with in-house primary-care physician's office, full-time massage therapist, and hair salon• Gourmet cafeteria• Convenience store• In-house Starbucks and Dunkin• Indoor/outdoor café with Wi-Fi
