Tm-performing Servicing
7 days ago
**Job Summary**
**Responsibilities**
- Oversee the servicing operations to ensure efficient and effective processing of customer requests and inquiries.
- Utilize MS Excel to analyze data generate reports and provide insights for process improvements.
- Collaborate with team members to enhance service delivery and maintain high standards of customer satisfaction.
- Monitor call quality to ensure compliance with company standards and identify areas for improvement.
- Implement strategies to optimize workflow and increase productivity within the servicing team.
- Address customer concerns promptly and professionally ensuring a positive experience.
- Maintain accurate records of customer interactions and transactions in the system.
- Provide training and support to team members to enhance their skills and knowledge.
- Develop and maintain strong relationships with internal and external stakeholders.
- Ensure adherence to regulatory requirements and company policies in all servicing activities.
- Conduct regular performance evaluations and provide feedback to team members.
- Identify opportunities for process enhancements and implement solutions to improve efficiency.
- Contribute to the companys goals by delivering exceptional customer service and achieving operational targets.
**Qualifications**
- Demonstrate proficiency in MS Excel for data analysis and reporting.
- Possess strong communication and interpersonal skills for effective customer interactions.
- Have experience in customer service preferably in the mortgage sector.
- Exhibit attention to detail and problem-solving abilities.
- Show capability in call quality monitoring and process optimization.
- Display a commitment to continuous learning and improvement.
**Certifications Required**
- Microsoft Office Specialist: Excel Certification
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