Client Service Quality Coordinator
Build your career with a company that is rated a top 20 lender nationally for VA Home Loans! Veterans First Mortgage is a FHA/VA Home Lender
Veterans First Mortgage employees strive to give each and every borrower an exceptional customer experience. We have a visionary marketing team with a cutting-edge lead program. Our in-house team of loan officers, processors, underwriters and closers share one goal, to make the loan process swift, simple, and compliant. Military members make up a large part of our demographic. An increasing number of veterans are using their home loan benefits. Come take advantage of this momentum, and feel a great satisfaction in helping those that serve our country.
We are looking for a customer-centric problem solver to join our team in this key position that reports directly to our Operations Manager. Your primary responsibility in this role will be to work closely with the Compliance, Sales, Operations, Marketing, and Customer Experience departments to track, research, evaluate, and respond to client feedback, questions, concerns, and complaints. You will also be an important contributor of insights and ideas to the organization's customer experience initiatives.
Perform vigilant monitoring of feedback channels (social media, surveys, inbound phone calls, inbound emails, etc.)
Communicate with a high level of empathy and aptitude for conflict resolution in interactions with consumers
Report, research, and track consumer complaints
Provide documentation from the loan origination system, CRM, email, and other systems to Compliance
Communicate and follow up assertively with the appropriate business units in order to collect necessary information to respond to consumer feedback
Compile consumer complaint logs
Compose well-formed, formal responses to consumer feedback
Comply with SLA (service-level agreement) deadlines and other procedures for addressing consumer feedback
Assist business units and executive team with any corrective actions
Advanced professional writing skills
Background in mortgage operations and experience with loan origination systems
Demonstrated familiarity with mortgage compliance rules
Prior experience in a role with direct communication with customers preferred
Bachelor's degree preferred
Veterans First Mortgage values their employees, and provides a competitive compensation plan that includes a base salary and commission program, comprehensive benefit package, and promotional opportunities.
Our benefit package includes the following:
401k Retirement Program
Paid time off
Pay for performance
Flexible spending account
Employee and dependent life insurance
Since 1996, Veterans First Mortgage has helped over 100,000 borrowers obtain the American Dream of home ownership. Inside Mortgage Finance ranks Veterans First Mortgage as a top VA mortgage lender by volume. With primary lending centers in Salt Lake City, Utah, and San Diego, CA and loan officers licensed nationwide in almost every state, Veterans First is a VA and FHA mortgage lender that has over 350 hard-working team members that strive to make every aspect of the loan process as easy as possible.
Veterans First Mortgage community and overseas programs revolve around veterans and our Troops. When we say "Thank you for your service," we mean it!