Escalation Relationship Specialist (ERM)

Job Description

Position Summary:

The Escalation Relationship Manager (ERM) is a call center phone agent position within the Company's forward mortgage servicing business. This position reports to a Team Lead, Escalation Relationship Management and is an individual contributor on a team located in one of two sites: Mount Laurel, NJ, or West Palm Beach, FL. This position is responsible for managing customer concerns and questions that are elevated in nature. The agent's role is to handle inbound calls and make outbound calls to homeowners to resolve escalated issues while maintaining a high degree of professionalism, courteous customer service, and promptness in all interactions. Agents are assigned a daily caseload of loans to manage. Agents are required to use scripting and adhere to investor servicing guidelines, internal policies and procedures.

Job Functions and Responsibilities:

• Communicate with customers via inbound calls, outbound calls and by email on escalated topics including, but not limited to, escrow/tax, payoffs and payments
• Proactively investigate and provide complete resolution on high-pressure and complex escalations, while working to de-escalate customer's concerns during call interactions
• Call back assigned customers within the required timeframe with updates related to their mortgage loan and follow-up on daily assignments
• Utilize case notes and required scripted materials to provide accurate solutions to customers
• Collaborate and work cross-functionally with other departments to research and resolve customer inquiries; act as a liaison
• Use several Company applications simultaneously on multiple monitors to complete required tasks
• Document all customer interactions and track open cases until full resolution is reached in the Company's case management system
• Respond to internal emails and communications from the Team Lead and complete required job trainings in a timely manner
• Meet the required departmental performance metric standards and adhere to procedures

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• High school diploma or equivalent required
• Minimum of two years' experience in a customer service environment preferred
• Experience working with elevated, or escalations customer concerns highly preferred
• Must possess basic computer skills, including typing, navigating multiple systems simultaneously, computer set-up and have a proficient knowledge with email systems such as Outlook, and the Microsoft Office suite
• Ability to work independently in a remote and in-person environment
• Outstanding communications skills (including verbal, written and listening skills), with an emphasis on strong customer service, professional relationship building skills, and conflict resolution
• Problem solving and decision-making abilities, with attention to detail, organization and execution of multiple tasks
• Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Schedule:

• Our call center hours of operation are Monday - Friday 8:00 a.m. - 9:00 p.m. ET, Saturday 8:00 a.m. - 5:00 p.m. ET. Scheduled work hours, or shifts, will fall into those timeframes.
• Saturday work hours may be required.
• Shifts are subject to a changing rotation schedule. Employees in this role must be flexible and available to work during all listed business hours. Shifts may be determined by business needs, the employee's performance standing, training and availability.
• This is a Hybrid remote/in-office position. Employee must be available to work in the office as required.