What are the responsibilities and job description for the Mortgage Client Services Analyst (Full Time, Remote) position at MetaSource?
Description
The Client Services Analyst is responsible for supporting the implementation and onboarding of new customers and projects by successfully coordinating with Client Services, Sales and Operations teams. Once onboarding is complete, this position will transition the day-to-day activities to the Mortgage Service Delivery team. The Client Services Analyst also acts as a subject matter expert within their service support responsibilities.
Responsibilities
Employment is contingent upon completing and passing a background check and drug test. MetaSource is an equal opportunity employer.
The Client Services Analyst is responsible for supporting the implementation and onboarding of new customers and projects by successfully coordinating with Client Services, Sales and Operations teams. Once onboarding is complete, this position will transition the day-to-day activities to the Mortgage Service Delivery team. The Client Services Analyst also acts as a subject matter expert within their service support responsibilities.
Responsibilities
- Develops relationships with customers and customer’s support teams.
- Conducts initial review of incoming contracts and act as liaison for Client Services with Legal on contract questions, needs, and counter signatures.
- Conducts demonstrations of mortgage technologies for customers.
- Conducts initial customer or project implementation including setup, onboarding, and training as needed.
- Provides client services activities including client monitoring, facilitating calibration calls, tracking, and reporting.
- Maintains performance at or above service level agreements (SLA) regarding customer service support requests within a CRM environment.
- Responds appropriately to client requests including deescalation of client issues in a professional manner.
- Supports selections for customers as required.
- Supports client invoicing process as appropriate.
- High school diploma or GED; previous Mortgage customer/client support experience.
- Familiarity with financial and mortgage related documents.
- Ability to effectively work with customers and clients in a variety of circumstances.
- Flexibility to manage different tasks and projects throughout the workday.
- Ability to read and interpret documents such as company policies; ability to write reports and client correspondence.
- Excellent communication skills, including ability to de-escalate conflicts as needed, internally and externally.
- Proficiency in Microsoft Office, with advanced knowledge of Excel and Word.
Employment is contingent upon completing and passing a background check and drug test. MetaSource is an equal opportunity employer.