- Display a commitment to provide superior customer service and communicate effectively with customers and/or authorized third party entities, as well as co-workers and management team.
- Adhere to RESPA, FCRA, and GLBA guidelines and achieve Company standards for dispute resolution.
- Ensure written communication is professional, grammatically correct, and effective.
- Ensure that all research is complete, and issue is resolved the first time.
- Display the appropriate understanding of the Mortgage Industry and Company policies and procedures.
- Ability to conduct yourself within a professional manner and always maintain the integrity of the Company.
- Ability to identify issues and ensure that the response appropriately answers all the issues in an accurate and professional manner.
- Ability to plan and organize workload to achieve 30 calendar day turnaround time requirements.
- React well under pressure and show initiative to act; look for and share new information as discovered; ask for help when needed. Ability to work autonomously.
- Examine and complete full research before requesting any corrections to customer's account and facilitate the completion of any corrections that are necessary.
- S. Diploma or GED minimum required. Associate degree or equivalent business experience preferred.
- Strong Written and Verbal communication skills.
- Strong organizational and time management skills.
- Proven ability to handle stressful situations and effectively manage a high volume.
- Self-starter with proven decision-making skills
- Established Customer Service Skills.
- Knowledge of mortgage laws and regulations required.
- Strong interpersonal skills.
- Ability to handle multiple tasks in a deadline driven environment.
- Achieve departmental turnaround time of 30 calendar days.
- Completes daily required workload as outlined by management.
- Demonstrates professional written and verbal communication skills daily and strives to meet the highest standards of quality.
- Demonstrates the ability to effectively resolve escalated issues in a timely manner.
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Customer Advocate II - Salt Lake City, United States - SPS
Description
Job DescriptionSummary:
Research and resolve customer and/or authorized third party concerns including but not limited to foreclosure, escrow, payment application, credit bureau reporting, and payment changes. Communicate results of research in a clear and timely manner via written correspondence.
Duties: