Note: The job is a remote job and is open to candidates in USA. First American is a leader in the mortgage servicing industry, and they are seeking a Customer Resolution Specialist to provide high-level customer service. The role focuses on researching and resolving customer escalations through various communication channels, ensuring customer issues are addressed effectively.
Responsibilities
- Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
- Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution
- Identifies emerging trends and notifies leaders
- Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries
- Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
- Maintain and create logs, records, and files. Acts as a resource for information
- May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met
- May provide training/product demonstrations. Customize to meet customer’s needs/ applications
- Other duties as assigned
Skills
- High School diploma or equivalent required
- Generally has 5+ years of related experience
- Prior experience supporting customer escalations and/or written interactions/complaints in a related field / industry, product, or service
- Requires extensive knowledge of the company's products and services
- Excellent organization skills, strong time management, and the ability to meet deadlines
- Strong research, and problem-solving skills
- Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking
- Strong MS Office skills
- Excellent interpersonal and communication skills (verbal and written)
- Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer
- Strong knowledge of computerized data entry system or other relevant applications
- Diplomatic
Benefits
- Medical
- Dental
- Vision
- 401k
- PTO/paid sick leave
- Employee stock purchase plan
Company Overview