Customer Assistance Team SpecialistCustomer Service North Richland Hills, Texas
Job Family Description:
Responsible for the day-to-day operations of the company’s business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.
Job Function Description:
Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.
Established professional contributor•
Works independently with general supervision
•Guides and assists lower level professionals•
Contacts others to inform, gain input and support decision-making
The primary focus of the Sr. Specialist Account Services is supporting departmental initiatives, procedures, and objectives. The Sr. Specialist Account Services assists in processing loan modifications, accounts reviews, audits, issue corrections and other activities requiring advanced knowledge of Loan Operations systems and processes.
Responsible for making business decisions inclusive of but not limited to deferment approvals/denials and account status updates.
Completes all interest rate, term and pay schedule adjustments in regards to modifications and account audits.
Processes all modifications within compliance and policy guidelines as set by the business.
Manually corrects all system related errors or issues due to system defaults within automation processes.
Develops and manages all processes in line with corporate objectives
Uses advanced system knowledge within in Shaw and My Supervisor which allows a quick turn-around time on high level system issues resulting in immediate solutions for various parts of the business.
Participates with system enhancement projects including UAT testing and post implementation review.
Maintains knowledge of data reporting/exception reporting related to loan modifications and audit reviews.
Assists with all Compliance, Internal Audit and regulatory reviews.
Adheres to all company policies and procedures.
Promotes a cooperative and productive work environment.