Customer Care Specialist

PRIMARY OBJECTIVES For providing front line, direct contact with clients and customers. This is principally done through receiving or placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication.

Uses computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer.

Recognizes consistent problem areas and reports to higher level for action.

Seeks to retain account and/or suggest and encourage use of other services and products.

Depending on area may promote and sell products and/or services and enter or confirm sales.

Responds in a timely manner.

Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers. MAJOR AREAS OF ACCOUNTABILITY:

Research/resolve loan level inquires as it relates to inbound/outbound call activity. More experienced associates will be involved in root cause analysis of more complex inquiries.

Handle in-bound and out-bound calls from our customers in hazard insurance, mortgage banking and property loss. More experienced associates will handle escalated calls.

Initially works in a single client /functional environment due to limited knowledge and skill set. More experienced associates will work in a multi-client or multi-functional environment. REQUIREMENTS:

Education

High school diploma/GED

Bilingual- Spanish

Basic to intermediate computer skills, (ability to create and edit spreadsheets and emails)

Good verbal/written communication skills

Strong attention to detail

Strong customer service skills

Excellent listening skills

Ability to adapt well to change

Works well in team environment and as an individual contributor

Work well in a fast paced/high stress environment

Ability to think outside of the box to resolve problems

Ability to multi-task, including call handling, loan level review and call documentation within required metrics

Ability to relay accurate and detailed information to various parties via in-bound and out-bound telephone calls

Minimum 1 year call center and/or customer service or related experience/education Preferred

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