Universal Service Agent II
Cenlar

The Universal Service Agent is responsible to be agile and adeptly support phone, chat, email, and back-office tasks, ensuring seamless service across all customer interaction channels. The agent will have exceptional communication skills, a customer-centric attitude, and the ability to adapt to changing work environments and demands.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, chat, and email.
• Provide accurate information and resolutions to homeowners' requests and concerns.
• Maintain a high level of empathy and understanding in all customer interactions.
• Flexibly switch between various support channels (phone, chat, email) based on business needs.
• Ensure consistency in service quality across all interaction methods.
• Handle back-office tasks including but not limited to data entry, account updates, and processing requests.
• Identify and escalate complex issues to appropriate departments for resolution.
• Utilize critical thinking skills to troubleshoot and resolve customer issues efficiently.
• Follow up on unresolved inquiries to ensure customer satisfaction.
• Work closely with team members and other departments to ensure a cohesive service experience.
• Participate in regular training sessions to stay updated on company products, services, and policies.
• Share insights and feedback to improve overall customer service processes.
• Meet or exceed established performance targets and service level agreements (SLAs).
• Maintain accurate records of customer interactions and transactions.
• Contribute to continuous improvement initiatives within the customer service department.
• Handle escalated customer inquiries and complaints with a higher degree of complexity.
• Serve as a point of contact for difficult or sensitive issues, ensuring a positive resolution.
• Provide guidance and support to entry-level agents.
• Assist in the training and onboarding of new team members.
• Conduct quality checks on customer interactions to ensure adherence to company standards.
• Provide feedback and coaching to improve service delivery.
• Assist in generating reports and analyzing data to identify trends and areas for improvement.
• Monitor key performance indicators (KPIs) and suggest improvements.

Interface:

• • • External - Mortgagors, Insurance Agents, Title Insurance Representatives, Tax Collectors, Investors, Clients
    • Internal - All internal departments throughout the company, primary focus on servicing areas: Client Relations, Cash Management, Payoffs, Default, Insurance, Tax, Special Products, Exception Processing

Qualifications:

• Associate's degree and/or combination of post-secondary education and experience
• 3-4 years of experience in industry, call center environment and/or customer service
• General mortgage banking knowledge
• Meet performance metric requirements for 12 months (including tasks and emails)
• Strong work ethic including strict adherence to work schedule times and deadlines
• Flexibility and ability to adapt to change quickly
• Ability to work with all levels of management
• Strong interpersonal relationship skills
• Strong written and verbal communication skills
• Excellent listening skills
• Strong problem resolution skills
• Must be able to work nights and weekends; variable schedule(s) as necessary
• Candidates will be assessed based on relevant skills and experience

It is critical that you have an understanding of the following:

• Requirements under Telephone Consumer Protection Act, specifically Exemptions and Other Provisions
• Requirements under Regulation E (Electronic Funds Transfer Act), specifically, Coverage, Initial Disclosures and Preauthorized Transfers
• Requirements under Regulation Z (Truth in Lending Act), specifically Prohibited Acts or Practices and Certain Requirements for Credit Secured by a Dwelling
• Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Mortgage Servicing Transfers
• Requirements under Regulation V (Fair Credit Reporting Act), specifically Reasonable Policies and Procedures Concerning the Accuracy and Integrity Furnished Information
• Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Requests for Information and Escrow Accounts
• Requirements under the Homeowners Protection Act, specifically, Cancellation and Termination of Private Mortgage Insurance (PMI): Non-High-Risk Residential Mortgage Transactions
• Requirements under the Service member Civil Relief Act, specifically Notification of Being Called for Active Duty
• Requirements under Flood Disaster Protection Act

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