Our Service Resolution team is dedicated to supporting and servicing customers (i.e., current, former, and prospective customers) with complaint matters related to accounts, products, platforms, and experiences; supporting and servicing customers through written correspondence classified as a complaint, notice of error (NOE), or request for information (RFI). A Service Resolution Specialist conducts account research, partners with internal departments on resolutions, formulates responses to consumers, and handles all case logging and reporting of their customer contacts. A Service Resolution Specialist handles contacts with great care for the customer experience as well as bank risk and reputation; handling each contact in accordance with applicable banking or mortgage servicing rules and guidelines is imperative. A Service Resolution Specialist also collaborates with internal departments on resolving issues and identifying opportunities to act on issues, gaps, and/or opportunities, mitigate issues, and continually improve policies, procedures, and practices to increase customer loyalty, revenue, and satisfaction. The Service Resolution team is comprised of Service Resolution Specialists, Sr. Service Resolution Specialists, and Service Resolution Manager. A Service Resolution Specialist is a banking or mortgage servicing subject matter expert, thorough, passionate, and influential and inspiring to their peers and colleagues, and performs their duties and responsibilities efficiently and effectively.
Contact Handling/Issue Resolution Handles complaint or customer correspondences classified as a notice of error (NOE) or request for information (RFI) in a professional manner utilizing discretion while balancing the risk between the bank and the customer.
Performs research and investigation of customer issues and requests in loan systems and applications, including but not limited to: Salesforce, DNA, MSP, GCC Notes, Mortrac, Western Union, IDM, P8, SMART, etc. to facilitate a comprehensive review/research.
Partners with business units to resolve customer issues quickly, ensuring a high degree of responsiveness, accuracy, and accountability.
Appropriately asks questions to understand customers' needs and possible resolutions, identifying the most applicable and effective troubleshooting and problem-solving technique.
Facilitates communication and coordination among departments to identify root cause and determine appropriate resolution.
Performs considerable evaluation and demonstrates good judgment and due diligence on resolutions.
Formulates verbal and well-written responses to consumers that reflect a professional tone and image, adhere to regulatory requirements, and can be easily understood by customers with varying levels of banking/mortgage knowledge.
Partners with team members and/or business units for letter approval before distributing
Case Management & Reporting Autonomously manages a case worklist, ensuring all responses are timely, accurate, and thorough; all regulatory timeframes as well as internal Service Level Agreements are met to optimize the customer experience and remain compliant.
Diligently documents correspondences received and responses sent in the case-logging system for effective reporting and auditing.
Fulfills related internal and external audit requests on behalf of the organization.
Support Projects and Initiatives Participates in projects and initiatives by providing input on service and process improvement based on customer contacts.
Supports the bank's complaint management or NOE/RFI success by training and educating personnel on contact handling expectations, ensuring handling tools and resources are updated, intuitive, and comprehensive; documenting key finding or issues for escalation or resolution.
Personal and Team Growth & Development Remains a subject matter expert in at least one content area (General (Performing) Servicing, Default Servicing, Origination, Banking, or Commercial).
Proactively and autonomously stays apprised of company industry and business issues/trends.
Supports team members to ensure job aids and instructional guides for Service Resolution job functions remain current.
Enthusiastically leads, supports, and/or participates in culture-enhancing events and activities including the Diversity, Equity, & Inclusion program.
JOB REQUIREMENTS Required Qualifications: 3+ years of experience in the banking, financial services, or mortgage industry.
3+ years of experience in business writing.
3+ years of experience in research/ investigation
Preferred Qualifications: Bachelor's Degree in Business Administration, Public Relations, Communications, Customer Experience
Experience with MSP, specifically Online Letter Writer and Director
Experience with Microsoft Office Suite
Job Competencies: Must communicate effectively, both orally and in writing, with all organizational levels using tact and diplomacy.
Must have exceptional editing and proofreading skills ensuring little re-work is needed.
Proven ability to execute.
Strong analytical, critical-thinking, and problem-solving skills with the ability to focus on details and understand the broader picture.
Strong research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations.
Outstanding organization and planning skills with demonstrated ability to prioritize workload and follow through.
Ability to work with a sense of urgency.
Minimal travel requirements
Physical demands (ADA): No unusual physical exertion is involved.
