Client Success Analyst responsible for managing customer satisfaction and engagement strategies at CMSL. Analyzing data and monitoring performance indicators to support customer experience.
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
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