Coordinator, Digital Communications Reverse Servicing

JOB FUNCTIONS AND RESPONSIBILITIES

• To provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective, and professional manner via e-mail. Adhere to investor servicing guidelines and internal policies and procedures.
• Answering Customer Service, Customer Resolution, Home Retention Department (HRD), and ERM customer inquiries received through email and from the website.
• Processing requests from Relationship Managers (RM), ERMs, and supervisor from the Customer Care Department.
• Processing requests from other departments, such as Lien Release, Assumptions, Escheat and Land Title Adjustment, Tax and Insurance.
• Managing specific MSP tasks which require an email to be sent to customers. Providing accurate and timely information to the customer through email. Keeping abreast of all procedural changes and application of these changes to daily business.
• Updating information in MSP/ Reverse Quest as it pertains to each specific situation.

EDUCATION / EXPERIENCE

• Bachelor’s degree or equivalent
• Minimum of one-year experience in a customer service or collections environment preferred
• Proficient with Microsoft Office products (e.g. Word, Excel, etc.)
• Strong written/verbal communication skills
• Convincing/Influential
• Ability to deal with conflict and resolve accordingly
• Adapts well in a changing environment
• No documented disciplinary action in the past 12 months
• Should have an Appraisal rating of “Effective Performance” or above in the last completed performance cycle
Should have completed 9 months in the current role

WORK SCHEDULE OR TRAVEL REQUIREMENTS

Scheduled shift changes because of business needs (associate must be flexible)