Responsibilities
- Develop and effectively apply learned technical and domain expertise to assist customers and team members in the intended and proper use of Ice Mortgage Technology software solutions.
- Resolve complex problems reported by the customer to the agent in a timely manner with minimal assistance for 95% of all cases assigned at six-month’s tenure in the role while maintaining a satisfactory level of customer satisfaction.
- Drive service level attainment to departmental standards.
- Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance with departmental standards.
- Recognize systemic customer-impacting problems and respond appropriately per departmental procedure.
- Understand and follow company and departmental guidelines and policies for customer interaction/customer service.
- Adopt and exhibit core behaviors toward teamwork and professionalism as defined by departmental standard.
- Drive customer interactions as set forth by department policy and procedure.
- Adhere to schedule as set forth by management.
- Manage case backlog to departmental standards.
- Thoroughly and accurately document details of all customer interactions in appropriate case management system.
- Mentor and assist Team Members in workload and understanding of the systems and departmental policies and procedures.
Knowledge and Experience
- 5 years’ experience and a bachelor’s degree or equivalent.
- Possesses an ability to manage own time to department and team standards and expectations.
- Possesses job-relevant domain (Mortgage Banking Industry) and technical knowledge to a degree commensurate with the responsibilities of the role.
- Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy.
- Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Deliver salient information and complete solutions with confidence.
- Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer.
- Drives Results: Can consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals.
- Manages Complexity: Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution. Critical thinking; Problem solving. Obtain relevant diagnostic information and apply to issue analysis and resolution efforts. Is skilled in the applied techniques and methods of software support, troubleshooting, and issue diagnosis.
- Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. Ability to learn and apply the use of department, job, and role specific policies, processes, procedures, and technologies.
- Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures.
