Job Description

Job Summary

We are seeking an experienced professional for the role of TM-Performing Servicing with 8 to 10 years of experience. The ideal candidate will have expertise in MS Excel and a background in customer service particularly in the mortgage sector. This role requires working from the office during night shifts with no travel involved.

Responsibilities

Oversee the servicing operations to ensure efficient and effective processing of customer requests and inquiries. Utilize MS Excel to analyze data generate reports and provide insights for process improvements. Collaborate with team members to enhance service delivery and maintain high standards of customer satisfaction. Monitor call quality to ensure compliance with company standards and identify areas for improvement. Implement strategies to optimize workflow and increase productivity within the servicing team. Address customer concerns promptly and professionally ensuring a positive experience. Maintain accurate records of customer interactions and transactions in the system. Provide training and support to team members to enhance their skills and knowledge. Develop and maintain strong relationships with internal and external stakeholders. Ensure adherence to regulatory requirements and company policies in all servicing activities. Conduct regular performance evaluations and provide feedback to team members. Identify opportunities for process enhancements and implement solutions to improve efficiency. Contribute to the companys goals by delivering exceptional customer service and achieving operational targets.

Qualifications

Demonstrate proficiency in MS Excel for data analysis and reporting. Possess strong communication and interpersonal skills for effective customer interactions. Have experience in customer service preferably in the mortgage sector. Exhibit attention to detail and problem-solving abilities. Show capability in call quality monitoring and process optimization. Display a commitment to continuous learning and improvement.

Certifications Required

* Microsoft Office Specialist: Excel Certification