Responsibilities
- Research tax and fee discrepancies for mortgage closings, title issues
- Apply technical and business expertise to assist customers with property tax and fee related services and software solutions
- Resolve problems reported by the customer in a timely manner with minimal assistance for 85% of all cases assigned while maintaining a satisfactory level of customer satisfaction
- Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate escalation rates in accordance to departmental standards
- 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.
- Manage 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
Knowledge and Experience
- Minimum of 2+ years of mortgage origination/title company experience or servicing experience with an emphasis on taxes
- Minimum of 2+ years equivalent customer service, issue resolution or technical support experience preferred
- Ability to demonstrate basic competency in software application problem diagnosis, troubleshooting, researching and resolution
- Technical aptitude
- Ability to manage own time to department and team standards and expectations
- Proven effectiveness in a role that requires multi-tasking and strong customer soft skills
- Demonstrated ability to confidently deliver solutions and resolve issues
- Team-oriented, demonstrates a professional cooperative positive attitude
- Exhibit flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed
- Experience using Microsoft Word, Teams
- Exhibit high regard for teamwork and collaboration
- Make timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
- Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener
- Maintain composure and professionalism under high-pressure conditions; open-minded; solicit feedback
- Detail oriented, analytical; proactive; creative problem solver
- Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers
- Act with integrity; demonstrate adaptability; execute consistently against job responsibilities
