Overview

Are you ready to take your career to the next level? ServiceLink, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry, to join our team as a Client Services Associate. The ideal candidate will enjoy working with clients, both internal and external; is detail oriented; and is driven to meet tight deadlines in a fast paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big.

A DAY IN THE LIFE

In this role, you will…

· Cultivate and enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance, and ensuring that key information and documentation remains current

· Answer phones and respond to customer requests

· Identify, research, and resolve customer issues using the computer system

· Manage and maintain order pipeline

· Track and place customer inquiries in the computer system

· Monitor team mailboxes

· Make outbound phone calls as needed to resolve client inquiries and drive pipeline performance

· Provide customers with product and service information

WHO YOU ARE

You possess …

· Quality customer service skills

· A penchant for excellence. You will use your strong attention to detail to maintain our quality standards.

· The ability to multitask in a fast paced environment, especially the ability to meet tight deadlines for our clients.

· Highly proficient written and oral communication skills

· Excellent critical thinking, problem solving, and mathematical skills, along with sound judgement

· Strong attention to detail and the ability to work both independently and as part of a team

· Effective time management skills and the ability to meet deadlines

· Flexibility and willingness to work tasks assigned by management to meet Team, Client, and Department goals

Responsibilities

· Place and answer phone calls to resolve and respond to customer inquiries

· Track and place customer inquiries in computer system

· Provide customers with product and service information

· Identify, research, and resolve customer issues using the computer system

· Follow-up on customer inquiries not immediately resolved

· Follow-up on client delays for prompt resolution

· Research billing issues

· Recognize, document and alert the manager of trends in customer calls

· Recommend process improvements

· Perform all other duties as assigned

Qualifications

· High school diploma or equivalent

· Quality customer service skills

· Basic reading, writing, and arithmetic skills required

· Computer literate with the ability to learn customer service software applications

· Professional verbal and written communication skills and the ability to type 30 wpm

· Ability to maintain a positive and professional business relationship with clients and internal staff

· Proficient in Microsoft Suite, including Office, Teams, and Excel