Who We AreServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.
What We DoThe Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to provide resolution for customer. Determine and coordinate with business area or department needed for closure of complaint or issue. Maintain documentation of escalation and customer contact. Ensures the customer's voice is heard and that issues are thoroughly researched and addressed. Does not have assigned clients/account management responsibility.
HOW YOU'LL CONTRIBUTE
Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution.
Identifies emerging trends and notifies leaders
Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries
Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
Maintain and create logs, records, and files. Acts as a resource for information.
May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met.
May provide training/product demonstrations. Customize to meet customer's needs/ applications.
Other duties as assigned
WHAT YOU'LL BRING
Required Education, Experience, Certification/Licensure
High School diploma or equivalent required
Generally has 5+ years of related experience
Prior experience supporting customer escalations and/or written interactions/complaints in a related field / industry, product, or service
KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
Requires extensive knowledge of the company's products and services.
Excellent organization skills, strong time management, and the ability to meet deadlines
Strong research, and problem-solving skills
Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
Strong MS Office skills
Excellent interpersonal and communication skills (verbal and written)
Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer
Strong knowledge of computerized data entry system or other relevant applications.
Diplomatic
COMPLEXITIES & IMPACT
Issues are typically non-routine and require deviation from standard screens, scripts, and procedures.
Handles situations which may require adaptation of response or extensive research according to customer response.
Works under general supervision
Follows established company/department guidelines/procedures and regularly makes recommendations to department policies and procedures.
Errors may be difficult to detect and would normally result in loss of time or customer dissatisfaction.
SUPERVISION RECEIVED OR EXTENDED
No responsibility for the supervision of others
The pay range for this role is $43,100.00 - $57,450.00
This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.
What We OfferBy choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.
Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave... For full info follow application link.
First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
