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Customer Resolutions Professional
| Company | Movement Mortage |
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| Location | Columbia, SC, USA |
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| Salary | $65000 – $81200 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level |
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Requirements
- Prior mortgage servicing experience required.
- Prior MSP / BKFS experience is strongly desired.
- Must have excellent organization skills, strong time management, and the ability to meet deadlines.
- Must be experienced with Microsoft Office – specifically Word and Excel.
- Excellent interpersonal and communication skills (verbal and written).
- Must be resourceful and have strong problem-solving skills with an ability to anticipate questions and needs from the clients and business units.
- Operates with a high degree of flexibility to accommodate various client and business needs.
Responsibilities
- Researches and responds to escalated servicing inquiries and complaints from customers.
- Interacts with customers through email, inbound and outbound calls, including highly escalated situations, to provide acknowledgment and statuses of their inquiry.
- Establishes and maintains ownership of complaint or escalated inquiry until customer achieves full resolution.
- Comfortable and precise with written communication – including being able to compose a letter and an email to summarize the key points from the inquiry.
- Notifies leaders with emerging trends and provides opportunities and feedback for improvement.
- Provides written and verbal responses to customer inquiries as needed.
- Manages an inventory/pipeline of assigned cases and maintaining compliance with critical dates.
Preferred Qualifications
- A true passion for people, problem solving and the customer experience.
- Fun, confident, and calm personality.
- Team player, highly adaptable (and coachable!), always striving for personal and professional improvement.
- Any combination of education and experience equivalent to a bachelor’s degree preferred.
