Senior Processor

As an experienced professional with 4 to 8 years of experience in Active Servicing, Default loans handling, Loss Mitigation, Bankruptcy, Loss Analysis, Foreclosure, REO, Flood Insurance, Hazard Insurance, Consumer reporting & Escrow Administration, you will play a crucial role in providing effective technical support to the process and resolving client issues promptly to meet process SLAs. - Support the process by managing transactions as per required quality standards - Field all incoming help requests from clients via telephone and/or emails in a courteous manner - Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue - Update your availability in the RAVE system to ensure productivity of the process - Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions - Follow standard processes and procedures to resolve all client queries - Resolve client queries as per the SLAs defined in the contract - Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in providing effective problem resolution to clients - Identify and learn appropriate product details to facilitate better client interaction and troubleshooting - Document and analyze call logs to identify trends and prevent future problems - Maintain and update self-help documents for customers to expedite resolution time - Identify red flags and escalate serious client issues to the Team leader in cases of untimely resolution - Ensure all product information and disclosures are given to clients before and after the call/email requests - Deliver excellent customer service through effective diagnosis and troubleshooting of client queries - Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions - Assist clients in navigating around product menus and facilitate a better understanding of product features - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Maintain logs and records of all customer queries as per the standard procedures and guidelines - Accurately process and record all incoming calls and emails using the designated tracking software - Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients" business - Organize ideas and effectively communicate oral messages appropriate to listeners and situations - Follow up and make scheduled call backs to customers to record feedback and ensure compliance with the contract/SLAs - Undertake product trainings to stay current with product features, changes, and updates - Enroll in product-specific and any other trainings per client requirements/recommendations - Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client - Update job knowledge by participating in self-learning opportunities and maintaining personal networks You will be evaluated based on the following performance parameters: - Process: Number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, Pulse score, Customer feedback - Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed Your expertise in Active Servicing, Default loans handling, Loss Mitigation, Bankruptcy, Loss Analysis, Foreclosure, REO, Flood Insurance, Hazard Insurance, Consumer reporting & Escrow Administration will contribute significantly to ensuring operational excellence and maintaining superior customer service levels for the existing account/client.,