What are the responsibilities and job description for the Universal Service Agent I position at Cenlar?
The Universal Service Agent is responsible to be agile and adeptly support phone, chat, email, and back-office tasks, ensuring seamless service across all customer interaction channels. The agent will have exceptional communication skills, a customer-centric attitude, and the ability to adapt to changing work environments and demands.
Responsibilities
Respond promptly and professionally to customer inquiries via phone, chat, and email.
Provide accurate information and resolutions to homeowners' requests and concerns.
Maintain a high level of empathy and understanding in all customer interactions.
Flexibly switch between various support channels (phone, chat, email) based on business needs.
Ensure consistency in service quality across all interaction methods.
Handle back-office tasks including but not limited to data entry, account updates, and processing requests.
Identify and escalate complex issues to appropriate departments for resolution.
Utilize critical thinking skills to troubleshoot and resolve customer issues efficiently.
Follow up on unresolved inquiries to ensure customer satisfaction.
Work closely with team members and other departments to ensure a cohesive service experience.
Participate in regular training sessions to stay updated on company products, services, and policies.
Share insights and feedback to improve overall customer service processes.
Meet or exceed established performance targets and service level agreements (SLAs).
Maintain accurate records of customer interactions and transactions.
Contribute to continuous improvement initiatives within the customer service department.
Internal - All internal departments throughout the company, primary focus on servicing areas : Client Relations, Cash Management, Payoffs, Default, Insurance, Tax, Special Products, Exception Processing
Qualifications :
High school degree or GED required
Participates in a comprehensive training program, meeting assessment requirements throughout
Successful completion of New Hire Training Program
Strong work ethic including strict adherence to work schedule times and deadlines
Flexibility and ability to adapt to change quickly
Ability to work with all levels of management
Strong interpersonal relationship skills
Strong written and verbal communication skills
Excellent Listening skills
Strong problem resolution skills
Must be able to work nights and weekends; variable schedule(s) as necessary
Candidates will be assessed based on relevant skills and experience
It is critical that you have an understanding of the following :
Requirements under Telephone Consumer Protection Act, specifically Exemptions and Other Provisions
Requirements under Regulation E (Electronic Funds Transfer Act), specifically, Coverage, Initial Disclosures and Preauthorized Transfers
Requirements under Regulation Z (Truth in Lending Act), specifically Prohibited Acts or Practices and Certain Requirements for Credit Secured by a Dwelling
Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Mortgage Servicing Transfers
Requirements under Regulation V (Fair Credit Reporting Act), specifically Reasonable Policies and Procedures Concerning the Accuracy and Integrity Furnished Information
Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Requests for Information and Escrow Accounts
Requirements under the Homeowners Protection Act, specifically, Cancellation and Termination of Private Mortgage Insurance (PMI) : Non-High-Risk Residential Mortgage Transactions
Requirements under the Service member Civil Relief Act, specifically Notification of Being Called for Active Duty
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Universal Service Agent I?
Sign up to receive alerts about other jobs on the Universal Service Agent I career path by checking the boxes next to the positions that interest you.
