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 incoming and outgoing calls related to mortgage inquiries for University Bank. Providing customer support and confirming borrower information effectively and efficiently.
Responsibilities
- 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: Answer any initial questions the customer has in regard to the servicing of the loan
- Verify mailing address, social security numbers, and phone numbers
- Assist customers with website registration and explain payment options
- Make other outbound calls as assigned
- Recommend improvements for processes to boost organizational efficiency
- All other duties as assigned by management
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
- High degree of dependability.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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