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Customer Relations Specialist

Company: Dollar Bank
Location: Canton
Posted on: May 15, 2020

Job Description:

Job Description: Job Function/Purpose: The Customer Relations Department is responsible for ensuring a positive, memorable customer experience to all customers as the point of contact and continuing throughout the follow-up and resolution processes. Customer Relations Specialist promptly and courteously answers all incoming phone calls. Specialists resolve customer complaints by listening to determine the cause of the problem; select and explain the best solution to solve the issue; follow-up to ensure resolution and customer satisfaction. Specialists complete and review daily, weekly, and monthly reports ensure completion of tasks and maintain regulatory compliance. Qualifications: *High School diploma or GED required; college degree preferred in a business related field *Minimum of 1 year previous Customer Service experience required *1 year Mortgage Servicing or Banking experience preferred *Knowledge of loan documents preferred *Must be able to manage time efficiently, prioritize tasks, and coordinate multiple and changing priorities in a demanding environment *Ability to work independently with minimal supervision in a team setting is required *Must have excellent telephone, written, and verbal communication skills *Must have a sense of urgency in providing knowledgeable and prompt assistance to customers *Must have strong propensity for detail, accuracy, and confidentiality *Must have excellent mathematical, analytical and problem solving skills *Must be professional and courteous with internal and external customers *Must be able to remain calm under pressure *Working knowledge of Windows and Microsoft Office applications *Must be able to type accurately at 25-30 wpm Principal Activities/Objectives: -Specialists receive, assign and process daily mail. -Thoroughly review, follow-up, notate, and respond to customer inquiries in a timely and accurate manner within compliance and investor guidelines. -Ensure adequate phone coverage in the department at all times. -Comply with bank, regulatory and investor requirements regarding all functions of the Customer Relations Department. -The Specialists reports to the Customer Relations Manager and may be expected to assist other Customer Relations Specialists, management, and/or other departments on a regular basis. -Review, interpret and understand a loan payment history, to explain to a customer or review for issues. -Review and complete request for customers, including but not limited to PMI/MIP deletions, escrow deletions, interest calculations, and escrow analysis. Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Employment Status: Full-time FLSA: Non-Exempt Schedule Information: Monday - Friday 8:30 am to 5:00 pm Benefits Information: Full-time employees are eligible for a comprehensive benefits package including medical, dental, vision, 401(k) with immediate vesting, tuition reimbursement, and gym membership reimbursement. Part-time employees qualify for 401(k) with immediate vesting, tuition reimbursement, and gym reimbursement.For more information, please visit http://www.dollar.bank/company/careers/benefits.EEO Statement:Dollar Bank is an Equal Opportunity Employer.Minority/Female/Veteran/Disabled

Keywords: Dollar Bank, Canton , Customer Relations Specialist, Other , Canton, Ohio

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