Performing operational support duties for cash management products at NBT Bank. Providing training and resolving customer inquiries while ensuring policy compliance.
About the role
- Customer Service Specialist II handling mortgage loan inquiries and providing timely resolutions to borrowers. Engaging with clients through inbound and outbound calls in a hybrid work environment.
Responsibilities
- Answer incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.
- Deliver accurate and timely information to callers in a courteous and professional manner, with first-call resolution in most situations and in compliance with all applicable regulations.
- Refer highly complex or complicated calls to qualified team member.
- Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.
- Direct mortgage lending inquiries to the appropriate lending division of the designated White Label client, ensuring seamless customer experience.
- Track, follow-up and complete customer call backs to ensure inquiry resolution.
- Collect payments whenever necessary and appropriate.
- Document call details, such as nature of call, customer comments, follow-up dates, etc., in White Label system.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent work experience.
- One (1) to three (3) years’ customer service/call center experience in a high volume telephone contact environment.
- Knowledge of Fair Debt Collection Practices Act required.
- Knowledge of relevant and industry-specific computer software packages preferred.
- Basic negotiation skills.
- Ability to understand problems and to collaborate and explore alternative solutions.
- Ability to make decisions that have moderate impact on the immediate work unit.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
- Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
Benefits
- Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
- Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
- Customized training programs to help you advance your career.
- Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
- Educational Reimbursement.
- Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: __carringtoncf.org.__
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