Head of Customer Care Insights for Starling Bank driving transformative improvements across the Customer Care division by analyzing performance and customer outcomes.
About the role
- Customer Service Associate managing inbound and outbound calls related to mortgage servicing. Assisting borrowers with inquiries about loan balances, payment history, and ACH payments.
Responsibilities
- The Customer Service Associate (CSA) is responsible for taking incoming calls on a multiple phone line system (queue) in addition to making outbound calls.
- The CSA will assist borrowers with inquiries about loan balances, escrow accounts, payment history and payment processing.
- CSA will also need to be aware of and explain consumer regulatory rights and coverage.
- Manage large amounts of inbound and outbound calls in a timely manner.
- Identify customers’ needs, clarify information, research issues, and provide solutions.
- Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups.
- Keep records of conversations in our call center database.
- Meet team qualitative and quantitative targets.
- Process ACH payments, following the ACH process.
- Utilize Black Knight platform to review borrower accounts for the following information: Payment history, Payoff statements, PMI status, Escrow Analysis, Update contact information.
- Make outgoing Welcome calls to new MLS customers.
Requirements
- High school diploma (or equivalent) required.
- Previous experience in mortgage loan servicing desired.
- Minimum of 1-year previous customer service experience required.
- Knowledge, Skills, and Abilities
- Maintain & foster positive relationships with customers and business partners.
- Complete all assigned tasks and training in a timely manner.
- Provide professional communication in both oral & written expression.
- Excellent organizational & analytical skills.
- Excellent attention to detail.
- Ability to handle highly sensitive confidential information.
- Ability to multitask, set priorities and manage time effectively.
- Experience with email, MS Word, MSP.
Benefits
- All other duties as assigned by management.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Account Support Specialist handling service requests and report generation for CEVA Logistics. Collaborating with various departments and using data analysis to improve internal processes.
Customer Care Trainer designing and delivering training programs and materials for Contact Center. Working in a fast - growing Omnichannel Retail organization in Greece with potential for career growth.
Customer Care Coordinator managing inquiries at Life Fitness, a successful fitness equipment manufacturer. Responsibilities include order processing and technical issue analysis while collaborating with various teams.
Customer Support Representative managing inquiries and orders in SAP for global customers. Engaging with clients and teams in both German and English to facilitate order processes and solutions.
Customer Service & Sales Representative engaging customers through various channels for Stokke in Slovakia. Fluent in Italian and English, offering professional customer support and achieving sales targets.
Customer Care Specialist assisting clients with inquiries and issues regarding Trading 212's products and services. Striving to maintain high customer satisfaction and service standards.
Customer Experience Manager for Lovehoney, improving customer satisfaction in a hybrid work model. Partner with senior leadership, leveraging innovative strategies in the retail sector.
Customer Experience Manager driving high - level performance and satisfaction at Lovehoney Group through customer insights and solutions. Collaborating with leadership to enhance customer experience.
Customer Service Representative providing support for customers of Advanced Vision Technologies. Handling inquiries, processing orders, and ensuring quality service in a healthcare environment.