Customer Support Specialist - Irving, United States - Tucci Learning Solutions
Description
Customer Support Specialist Job Details Job Location Irving TX - Irving, TX Description Business is Booming Planet Home Lending, LLC, is a privately held, full-service, national mortgage lender and servicer company. Planet is FNMA and FHLMC approved and sells through the Retail and Correspondent Channels, offering FHA, VA, Conventional, USDA and many other products. Planet Home Lending continues to reach month over month sales and servicing increases Come join us
**Job Summary**
The **Customer Support Specialist** supports Planet Home Lending's servicing Contact Center team by responding to borrower secured messages and emails. This role also ensures Planet Home Lending is meeting standard industry requirements while meeting asset management goals
**Essential Duties and Responsibilities**
Researches and responds to customer secured messages and emails ensuring high quality service and timely response. Updates servicing system with relevant notes/comments.
Displays sound judgment and discretion in researching customer inquiries and complaints while determining intent and effect of a Contact Center agents behavior that may have led or contributed to the inquiry or complaint.
Works with management to identify process improvement opportunities to reduce customer complaints and increase customer satisfaction.
Ensures secured messages and emails are being efficiently processed through the effective utilization of call center technology and resources.
Plans and carries out projects as determined by management.
Performs miscellaneous duties as assigned.
**Position Requirements**
Education
High school diploma or equivalent required
Experience
Minimum 2 years in a customer Service call center environment required
Mortgage Servicing experience preferred
Functional/Technical Skills
Excellent verbal and written communication skills
Outstanding customer service skills
Strong interpersonal, analytical and problem solving skills
Strong attention to detail
Knowledge of call center technologies, operations and metrics
Ability to work independently and in a fast-paced environment
Ability to multi-task and manage time effectively
Ability to provide objective, constructive feedback
Experience working with Microsoft Windows applications
**Environmental/Physical Demands**
Standard office environment unless otherwise stated.
**Benefits:**
Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 10 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.