Job Details

Overview

Are you ready to take your career to the next level? ServiceLink, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry, to join our team as a Client Services Associate. The ideal candidate will enjoy working with clients, both internal and external; is detail oriented; and is driven to meet tight deadlines in a fast paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big.

A DAY IN THE LIFE

In this role, you will...

• Cultivate and enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance, and ensuring that key information and documentation remains current

• Answer phones and respond to customer requests

• Identify, research, and resolve customer issues using the computer system

• Manage and maintain order pipeline

• Track and place customer inquiries in the computer system

• Monitor team mailboxes

• Make outbound phone calls as needed to resolve client inquiries and drive pipeline performance

• Provide customers with product and service information

WHO YOU ARE

You possess ...

• Quality customer service skills

• A penchant for excellence. You will use your strong attention to detail to maintain our quality standards.

• The ability to multitask in a fast paced environment, especially the ability to meet tight deadlines for our clients.

• Highly proficient written and oral communication skills

• Excellent critical thinking, problem solving, and mathematical skills, along with sound judgement

• Strong attention to detail and the ability to work both independently and as part of a team

• Effective time management skills and the ability to meet deadlines

• Flexibility and willingness to work tasks assigned by management to meet Team, Client, and Department goals

Responsibilities

• Place and answer phone calls to resolve and respond to customer inquiries

• Track and place customer inquiries in computer system

• Provide customers with product and service information

• Identify, research, and resolve customer issues using the computer system

• Follow-up on customer inquiries not immediately resolved

• Follow-up on client delays for prompt resolution

• Research billing issues

• Recognize, document and alert the manager of trends in customer calls

• Recommend process improvements

• Perform all other duties as assigned

Qualifications

• High school diploma or equivalent

• Quality customer service skills

• Basic reading, writing, and arithmetic skills required

• Computer literate with the ability to learn customer service software applications

• Professional verbal and written communication skills and the ability to type 30 wpm

• Ability to maintain a positive and professional business relationship with clients and internal staff

• Proficient in Microsoft Suite, including Office, Teams, and Excel