Customer Experience Professional

Position purpose.

The Customer Experience Professional III serves as the highest ranked agent and serves as an experienced leader within the team. While being able to perform the roles of both the Customer Experience Associate I and II responsibilities, they will provide specialized support, managing the most complex inquiries that require advanced expertise. They play a pivotal role in mentoring and guiding lower-tiered professionals, ensuring consistent delivery of high-quality customer service. They will contribute to quality assurance efforts, monitoring performance metrics, and drive continuous improvement initiatives within the department for the benefit of overall customer experience and satisfaction. The leadership and strategic contributions will be essential for fostering a culture of compliance and excellence.

Responsibilities/Duties/Functions/Tasks

• Specialized Support: Handle the most complex customer inquiries and issues requiring advanced expertise.
• Leadership: Provide leadership and guidance to lower-level Customer Experience Professionals, acting as a mentor or supervisor.
• Quality Assurance: Monitor and evaluate the quality of customer interactions, providing feedback and coaching as necessary.
• Customer Advocacy: Serve as an advocate for the customer within the organization, ensuring their needs are met and concerns addressed.
• Best-In-Class Performance: Meet or exceed performance metrics such as customer satisfaction scores, response times, and resolution rates.
• Escalation Management: Manage escalated customer issues, working closely with management or other departments to find resolutions.
• Continuous Learning: Stay updated on industry trends, best practices, and policy/procedure updates to better assist customers.
  
  

Qualifications

• 12 - 24 months tenure.
• Minimum 12 months Customer Experience training and performance.
• Certification in all Customer Experience inquiry types (General CE, Loss Draft, Special Products, Loss Mitigation, Foreclosure, Bankruptcy).
• Attended PRMI Sponsored Leadership Training for a minimum of 3 months.
• Graduate level writing & communication skills.
• Strong communication, analytical, and problem-solving skills
• Ability to effectively and professionally handle difficult situations that may arise when working with branches/divisions.
• Ability to function well in a high-paced and at times stressful environment.
  
  

Supervisory Responsibilities

• NA
  
  

Preferences

• NA
  
  

Company Conformance Statements

In the performance of assigned tasks and duties all employees are expected to conform to the following:

• Review and adhere to policies and guidelines contained within the Employee Handbook, including privacy and information security guidelines.
• Act within delegated authorities and adheres to applicable policy and procedures associated with such authorities.
• Contribute to establishing a respectful workplace where diversity is critical to innovation and growth.
• Ensure every action and decision is aligned with PRMI values.
• Partner with your management team to understand performance expectations and measurements. Effectively utilize feedback and coaching opportunities while seeking to learn and develop within your role at PRMI.
• Realize team synergies through networking and partnerships across PRMI.
• Embrace change; act as advocate and role model, promoting an approach of continuous improvement.
• Maintain a high standard of customer care while actively listening to customers in an effort to understand their views and needs. Take ownership of problems and issues, taking into consideration the breadth of PRMI competencies in providing solutions.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
• Work effectively as a team contributor on all assignments.
• Perform quality work within deadlines.
• Respect client and employee privacy.
  
  

Work Requirements

Each employee must be able to communicate clearly and effectively, utilize a computer, maintain a work schedule, and effectively perform in an office setting. To maintain and ensure secure privacy of borrower (and other protected) information, an essential function of this job may require physical attendance in a defined office space. (i.e. branch or corporate office location). Employment with PRMI requires compliance with and adherence to all applicable mortgage and fair lending laws and regulations as well as PRMI policies. The ability to work extended hours may be required.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.