Customer Resolution Specialist - ServiceMac

ServiceMac, a new sub-servicing entity in the mortgage servicing industry, is seeking a Customer Resolution Specialist. This role is responsible for providing high-level customer service by researching and resolving customer escalations through various communication channels, ensuring customer satisfaction and maintaining thorough documentation of interactions.

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

Requirements:

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