Customer Service Agent - Resolution 1

Customer Service Agent - Resolution Team 1

Summary:

The Customer service agent- Resolution 1 role will report directly to the Resolutions Team Manager. This role will be responsible for ensuring the accurate and timely completion of appraisal request by providing superior customer service to NAS lenders, brokers and appraisers alike. As part of a high-volume team, the Resolution 1 Agent will ensure lenders and appraisers are kept up to date and each request meets all Service-Level-Agreements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

• Immediately responding to delayed files identify and escalate priority issues to the appropriate departments, Team Lead or Manager as per department guidelines.
• Maintain knowledge of and adhere to all organizational policies including but not limited to, data, security and health & safety polices.
• Responsible for ensuring each request handled is in accordance with all department policies and procedures as outlined by Senior Management. Thoroughly review each request - understanding special directions as well as client and appraiser comments to ensure they adhere to SLA, Lender requirements, and appraiser lists.
• Other duties as assigned
• Effectively communicate with lenders and appraisers by providing status updates, and client support. Ensuring the proper holds times are placed in accordance with business requirements
• Meet all applicable departmental and employee level metric requirements; (i.e. length of resolution time, hourly file output, quality requirements, call volumes etc.).
• Effectively communicate with management and cross-functional teams to ensure the timely completion of all requests within company-stated Service-Level Agreement.
• Thoroughly review and process appraisal requests in new, accepted, appointment, Credit Pending status via the NAS appraisal management platform. Work assignment will be assigned and monitored by the team lead, and Resolutions Team Manager.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/Or Experience:

Strongly Preferred: Bachelor’s degree (ABA.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience.

• 1 year of experience in one of the following industries; business to business services, mortgage processing sector, call center/customer service environment, or professional data entry services
• Students/Graduates of the RPA/RPAA and Professional Mortgage courses programs are highly desired.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Excellent communication skills - verbal and written fluency. French and/or Spanish is an asset.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of; Internet Software; Spreadsheet Software (Excel); Electronic Mail Software (Outlook); Word Processing Software (Word); Presentation Software (PowerPoint); Call Management System considered asset.

Other Qualifications:

• Must be available to work a variety of shifts between 8am–9pm Monday to Friday and occasional weekends (Saturday 12pm-4pm).

§ Must have the ability to focus for long period of time with strong attention to details; remains energized and focused in a fast-paced and evolving environment.