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Mortgage Servicing Customer Care Specialist I

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Company: Cole Taylor Bank

Location: New York City, NY

Date Posted: June 11, 2014

Source: youremployment.com

You're the key contact between the company and our customers on a daily basis. This contact includes responding to requests for support via email and telephone, handling sales inquiries by providing information about the service to prospective members, and increasing engagement with current members. The successful Customer Support Specialist will capitalize on any opportunity to sell products to prospective members, and to re-engage dissatisfied or disengaged customers with the service. As the critical link with our customers, you're also a main source of intelligence about our customers.Requisition Number 14-0310Title Mortgage Servicing Customer Care Specialist ICity WilmingtonState OHPostal Code 45177Employment Type Full TimeWork Hours 11:00 a.m.
- 8:00 p.m.Description People | Integrity | Partnership | Teamwork | Fun!Have you been seeking intense professional growth and development? Looking for a place that is not only willing to hear your ideas, but craves them? The search ends here. We ...

You're the key contact between the company and our customers on a daily basis. This contact includes responding to requests for support via email and telephone, handling sales inquiries by providing information about the service to prospective members, and increasing engagement with current members. The successful Customer Support Specialist will capitalize on any opportunity to sell products to prospective members, and to re-engage dissatisfied or disengaged customers with the service. As the critical link with our customers, you're also a main source of intelligence about our customers.Requisition Number 14-0310Title Mortgage Servicing Customer Care Specialist ICity WilmingtonState OHPostal Code 45177Employment Type Full TimeWork Hours 11:00 a.m.
- 8:00 p.m.Description People | Integrity | Partnership | Teamwork | Fun!Have you been seeking intense professional growth and development? Looking for a place that is not only willing to hear your ideas, but craves them? The search ends here. We have a culture that rewards and recognizes an entrepreneurial spirit, thought leadership and innovative solutions to “every day issues. It s simple. We hire talented people and empower them. Plus, what other company lists fun as one of its cultural pillars? Make the best decision in your career and join our team!

Job Summary:
As a Customer Care Representative for Cole Taylor Mortgage you will manage customer-initiated requests relating to loan servicing. These requests may be managed through phone, correspondence or other means and may involve coordination with our business partners to achieve full resolution. The Customer Care Representative will be expected to manage multiple functions so that the result is a positive experience for the customer and overall satisfaction with the Cole Taylor brand. Additionally, routing, maintaining and tracking outstanding service requests will be required to ensure all customer initiated requests receive complete, accurate and timely solutions. This position will entail both inbound and outbound contact with the customer.The level of work is considered associate level and staff work under immediate supervision. This position has no direct reports.

Essential JOB DUTIES:
1. Answer incoming inquiries and acts as liaison between the customer and the subservicer.2. Processes requests received via email and regular mail.3. Facilitate new loan submission and communication with sub-servicer on daily basis.4. Perform additional duties as required.

Job Requirements:

• High School Diploma or equivalent
• 1+ years of customer service experience
• 1+ years of financial industry or mortgage experience
• Ability to diffuse stressful situations with customers and create a positive customer experience
• Excellent verbal and written communication skills
• General knowledge of Bank products and processes
• Ability to adapt quickly to change
• Proven ability to meet and exceed productivity and quality monitoring goals
• Excellent PC skills
• Ability to independently evaluate alternatives and recommend solutions in a fast-paced environment
• Attendance and punctuality required in accordance with Bank practices 1plus 1plus 14dash0310customerdashinitiatedsubdashservicerfastdashpacedMortgage Servicing Customer Care Specialist I "

Job Responsibilities:

• Assist account managers in producing sales proposals for clients and prospects
• Provide customer service to major and house accounts
• Answer client and prospect inquires
• Coordinate appointments and calendars for sales team
• Generate quotes for clients and prospects
• Collect pricing from vendors and/or subcontractors
• Data entry and day-to-day maintenance of sales activity tracking system
• Provide informational materials to clients and prospects
• Register deals with manufacturers
• Other administrative duties as required"

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