Sr Research Specialist

 Not Specified
 Not Specified
 Sunday, September 13, 2020

The Sr. Research Specialist will provide front line, direct contact with clients and customers, this is done through receiving or placing telephone calls, in addition to working faxes, electronic methods (e-mail & system of record task assignments), correspondence, mail, express delivery, reports, and project assignments. This position serves as back-up resources to the Call Center Department, processing inbound calls as needed. You will use computerized systems for tracking, information gathering and/or trouble shooting the items raised by the client/customer. The Sr. Research Specialist will also assist and mentor the Research Specialist in his/her responsibilities. Researching and addressing escalated issues, training associates, and providing support to the team lead will also be a top-level priority.

Responsibilities:

Recognize consistent problem areas and reports to higher level for action.

Seeks to retain account and/or suggest and encourage use of other services and products.

Depending on area may promote and sell products and/or services and enter or confirm sales.

Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.

Provide collateral protection services by ensuring all customers are adequately insured as well as adding lender place insurance for uninsured customers.

  • Root cause, research and resolve the most complex loan level inquires and exception items received through inbound calls, fax, emails, tasks, correspondence, reports, and/or special projects.
  • Research and respond to escalated issues and prepare responses to customers and clients.
  • Handle in-bound and out-bound calls from our customers in hazard insurance, mortgage banking, and property loss.
  • Works in a multi-client /functional environment due to expanded knowledge and skill set.
  • Handle escalated inquiries and assignments, as required
  • Assist with projects
  • Assist with training of new hires and associate cross training initiatives, assisting with facilitation as needed.
  • Research/resolve loan level inquires and exception items through inbound calls, fax, emails, tasks, correspondence, reports, and/or special projects. More experienced associates will be involved in root cause analysis of more complex inquiries and research.
  • Handle in-bound and out-bound calls from our customers in hazard insurance, mortgage banking, and property loss.
  • Research and respond to inquiries and prepare responses to customers and clients.
  • Initially works in a single client/functional environment due to limited knowledge and skill set. More experienced associates will work in a multi-client or multi-functional environment.

Basic Qualifications:

  • High school diploma/ GED
  • Intermediate computer skills, (ability to create, edit, and analyze spreadsheets and emails)
  • Minimum of 3 years customer service, banking, finance, mortgage lending or related experience

Preferred Qualifications:

  • 2 year degree preferred
  • Proficient at verbal and written communication when communicating with customers/clients
  • Strong attention to detail
  • Strong customer service skills
  • Excellent listening skills
  • Ability to adapt well to change
  • Works well in team environment and as an individual contributor
  • Work well in a fast paced/high stress environment.
  • Ability to think outside of the box to resolve problems
  • Ability to relay and document accurate and detailed information to various parties via in-bound and out-bound telephone calls, and through written communication.

This is a grade 6 position


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