Universal Service Agent II at Cenlar in Trenton, New Jersey

Posted in Other about 10 hours ago.





Job Description:

The Universal Service Agent is responsible to be agile and adeptly support phone, chat, email, and back-office tasks, ensuring seamless service across all customer interaction channels. The agent will have exceptional communication skills, a customer-centric attitude, and the ability to adapt to changing work environments and demands.


Responsibilities

  • Respond promptly and professionally to customer inquiries via phone, chat, and email.
  • Provide accurate information and resolutions to homeowners' requests and concerns.
  • Maintain a high level of empathy and understanding in all customer interactions.
  • Flexibly switch between various support channels (phone, chat, email) based on business needs.
  • Ensure consistency in service quality across all interaction methods.
  • Handle back-office tasks including but not limited to data entry, account updates, and processing requests.
  • Identify and escalate complex issues to appropriate departments for resolution.
  • Utilize critical thinking skills to troubleshoot and resolve customer issues efficiently.
  • Follow up on unresolved inquiries to ensure customer satisfaction.
  • Work closely with team members and other departments to ensure a cohesive service experience.
  • Participate in regular training sessions to stay updated on company products, services, and policies.
  • Share insights and feedback to improve overall customer service processes.
  • Meet or exceed established performance targets and service level agreements (SLAs).
  • Maintain accurate records of customer interactions and transactions.
  • Contribute to continuous improvement initiatives within the customer service department.
  • Handle escalated customer inquiries and complaints with a higher degree of complexity.
  • Serve as a point of contact for difficult or sensitive issues, ensuring a positive resolution.
  • Provide guidance and support to entry-level agents.
  • Assist in the training and onboarding of new team members.
  • Conduct quality checks on customer interactions to ensure adherence to company standards.
  • Provide feedback and coaching to improve service delivery.
  • Assist in generating reports and analyzing data to identify trends and areas for improvement.
  • Monitor key performance indicators (KPIs) and suggest improvements.

Interface:

      • External - Mortgagors, Insurance Agents, Title Insurance Representatives, Tax Collectors, Investors, Clients
      • Internal - All internal departments throughout the company, primary focus on servicing areas: Client Relations, Cash Management, Payoffs, Default, Insurance, Tax, Special Products, Exception Processing

Qualifications:

  • Associate's degree and/or combination of post-secondary education and experience
  • 3-4 years of experience in industry, call center environment and/or customer service
  • General mortgage banking knowledge
  • Meet performance metric requirements for 12 months (including tasks and emails)
  • Strong work ethic including strict adherence to work schedule times and deadlines
  • Flexibility and ability to adapt to change quickly
  • Ability to work with all levels of management
  • Strong interpersonal relationship skills
  • Strong written and verbal communication skills
  • Excellent listening skills
  • Strong problem resolution skills
  • Must be able to work nights and weekends; variable schedule(s) as necessary
  • Candidates will be assessed based on relevant skills and experience

It is critical that you have an understanding of the following:

  • Requirements under Telephone Consumer Protection Act, specifically Exemptions and Other Provisions
  • Requirements under Regulation E (Electronic Funds Transfer Act), specifically, Coverage, Initial Disclosures and Preauthorized Transfers
  • Requirements under Regulation Z (Truth in Lending Act), specifically Prohibited Acts or Practices and Certain Requirements for Credit Secured by a Dwelling
  • Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Mortgage Servicing Transfers
  • Requirements under Regulation V (Fair Credit Reporting Act), specifically Reasonable Policies and Procedures Concerning the Accuracy and Integrity Furnished Information
  • Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Requests for Information and Escrow Accounts
  • Requirements under the Homeowners Protection Act, specifically, Cancellation and Termination of Private Mortgage Insurance (PMI): Non-High-Risk Residential Mortgage Transactions
  • Requirements under the Service member Civil Relief Act, specifically Notification of Being Called for Active Duty
  • Requirements under Flood Disaster Protection Act

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