Customer Resolution Specialist

Job Description

Overview

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

The Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to provide resolution for customer. Determine and coordinate with business area or department needed for closure of complaint or issue. Maintain documentation of escalation and customer contact. Ensures the customer’s voice is heard and that issues are thoroughly researched and addressed. Does not have assigned clients/account management responsibility.

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

High School diploma or equivalent required

Generally has 5+ years of related experience

Prior experience supporting customer escalations and/or written interactions/complaints in a related field / industry, product, or service

Requires extensive knowledge of the company’s products and services.

Excellent organization skills, strong time management, and the ability to meet deadlines

Strong research, and problem-solving skills

Strong MS Office skills

Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer

Strong knowledge of computerized data entry system or other relevant applications.

Responsibilities

Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
Interact with customers on all levels of escalation to provide acknowledgment and inquiry status.
Includes inbound and outbound calls.
Troubleshoots to provide customer resolution.
Identifies emerging trends and notifies leaders
Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries
Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
Maintain and create logs, records, and files. Acts as a resource for information.
May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met.
May provide training/product demonstrations. Customize to meet customer’s needs/ applications.
Other duties as assigned

Qualifications

Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
Excellent interpersonal and communication skills (verbal and written)

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