As a Client Service Specialist in our team, you will handle inbound calls from internal clients, providing high-quality, professional service with an emphasis on one-call resolution.
Job Responsibilities:
- Handle inbound calls from internal clients.
- Provide high-quality, professional service with emphasis on one-call resolution.
- Analyze and interpret transactions, statements, and loan documents to provide resolution to clients.
- Maintain a high level of knowledge of our products and services, explaining all aspects clearly and accurately.
- Work in a fast-paced, constantly evolving environment.
- Multitask with various duties and ensure timely delivery of tasks.
- Provide client service support on payment and draw requests, processing information and instructions received via email.
- Thoroughly research accounts, documentation, and complete servicing forms needed to fulfill client requests.
- Demonstrate exemplary team working skills by maintaining a professional, positive, and supportive attitude.
- Assist the team lead/manager in resolving complex process queries, escalations, and client complaints.
- Deliver exceptional client service by resolving inquiries and providing expert support in a dynamic environment.
Required Qualifications, Capabilities, and Skills:
- Drive for client focus with a sense of urgency and service excellence.
- Ability to work flexibly between 8:00 AM to 7:00 PM Central Time and adapt to business needs.
- At least 5 years of contact center or loan servicing experience.
- Strong written and verbal skills.
- Proficient in Microsoft Office suite.
- Ability to work independently and as part of a team.
- Strong time management and prioritization skills.
- Self-driven, eager to learn.
- Strong analytical and problem-solving skills.
- Ability to use multiple applications, browsers, and instant messenger simultaneously.
- Controls and innovation mindset.
Preferred Qualifications, Capabilities, and Skills:
- Experience in handling complex client service scenarios.
- Familiarity with banking and financial services industry standards.
- Ability to innovate and improve processes.