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Travel Nurse
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Wpmllc Baltimore, United States** Concierge - The Fitzgerald at UB Midtown (Baltimore City)** · **Job Category****:** Desk/Courtesy Staff **Requisition Number****:** CONCI002769 Showing 1 location **Job Details** · **Description** · WPM is one of the regions premier management organizations, with a proven t ...
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Hotel Concierge
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Community Concierge
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Travel Imaging Tech
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Travel Interventional Radiology Technologist
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Concierge
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Front Desk Agent
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Travel MRI Technologist
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Non-Invasive Cardiologist
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Travel MRI Technologist
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Concierge/Guest Services Agent
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CT Technologist
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Travel Nurse
1 week ago
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Cooper Concierge Sr Associate - Baltimore, United States - Mr. Cooper
Description
**Cooper Concierge Sr Associate -FLASH**
Location: Baltimore, MD, United States
Req ID:
Share: share to e-mail **Team Learning and Culture:** This role makes Mr. Cooper more efficient by innovating from the front lines through to funding. Team members will continually iterate to improve our processes, quality and automation, while strengthening our understanding of customers as well as sales, underwriting and funding to build deeper relationships and improved quality. Team members share knowledge, raise ideas and support peers. **Operations and Innovation** : The Cooper Concierge is the primary contact for our customer during the mortgage fulfillment process and is responsible for delivering the highest level of customer care for every Cooper Customer The Cooper Concierge ensures a high level of customer satisfaction by setting proper expectations, managing inbound and outbound customer communications within SLAs, and resolving all customer concerns regarding their mortgage application through funding of the customers new loan. * Act as a customer advocate and single point of contact for assigned customers to generate the highest level of customer satisfaction through differentiated world class service.
Complete all work within established workflow processes and policies / procedures.
Properly document BOSS Director and our Loan Origination System (Encompass) with notes resulting from communication with customers.
Be well versed and knowledgeable of all workflow process and policies and procedures
Complete all required outbound calls for loans in your workflow including: Welcome Calls, Status Calls, CD Calls, Closing Coordination, etc.
Meet / exceed Performance Goals / Objectives / Key Metrics per scorecard.
Promptly respond to customer emails / inbound calls within established SLAs.
Takes full ownership of assigned pipeline and manage proactively to resolve any customer escalations. Follow through and resolve all identified issues within specified SLAs.
Complete weekly pipeline reviews to ensure all assigned loans are progressing per schedule and to identify any issues / problems that need to be escalated for timely resolution. provide status updates, address concerns/ questions / issues and determine specific actions needed to improve overall cycle times & customer satisfaction.
Provide loan status updates to organizations sales force & management as needed and engage on complex or unique issues to effectively resolve as required.
Provide feedback to management on how to improve workflows & processes to deliver improved service to our customers.
Constantly learn and improve from established feedback loop routines to complete tasks correctly and in a timely manner.
All other responsibilities as assigned.
A lot, in our opinion. We hope youre excited as we are
Opportunity to help shape and build a core business unit from the ground up
Opportunity break into the mortgage industry if this is new to you.
Career growth opportunity this is a chance to build a new design thinking skillset with ongoing coaching, on-the-job learning, mentoring, management career path
Competitive salary and bonus opportunity.
Aggressive paid vacation, bonding leave, company paid holidays and we even get paid time off to volunteer
Medical, Dental, Vision, 401K Match, flexible spending accounts for childcare and health care
Pet Insurance for your furry family and friends
Hybrid Work Model Eventually (Full Remote currently with Covid restrictions)
Student Loan Debt Repayment program
Reimbursement available for educational expenses
Contests fun, engaging contests to reward our team
**Growth-Minded** **** youre eager to learn and believe youll expand abilities through effort, hard-work and overcoming setbacks *
**Emotionally Intelligent ** your high EQ enables you to identify and influence the emotions of others; you seek to build connections with a range of people
**Nurturing ** you genuinely enjoy helping and supporting others and find success in making others successful
**Resilient** you embrace challenges and exhibit unmatched work ethic and perseverance
**Optimistic** **** you lead with positivity in embracing new experiences even in the face of resistance or setbacks
**Driven** **** youre highly motivated to reach individual and team goals; you thrive in fast-paced environments and are able to remain composed under pressure
**Strong relationship management ability and interpersonal skills**
**Aptitude for problem solving** with multiple systems and scenario.
**Exceptional communication skills** **,** both written and oral
**Prioritization -** able to prioritize tasks in fast-paced environment
**Foundational professional skills:** organizational skills and attention to details, technical proficiency (MS Office, general software + tech skill), comfort with numbers and calculations
**Financial knowledge** **including familiarity with mortgages**
**Responsible Work Ethic** : you take responsibility for tasks and decisions; responds to objectives and measures; implements change based on management feedback, provides robust input into feedback loops.
Demonstrated grown in a past role that challenged you to learn new behaviors and/or acquire new skills.
Graduation from a 4-year college or university with major course work in a discipline related to the requirements of this position is preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job
Two years+ of financial services experience is preferred.
At least one year of customer service experience
Familiarity and knowledge of government and/or agency loan programs and guidelines is a plus.
Excellent computer skills required including proficiency with originations systems and Microsoft Office products. Encompass Loan Origination System experience is a plus.
Ability to pass a background check, credit check and drug screening.
Applicants must be willing to work a flexible schedule with the possibility of overtime and weekend rotations.
