Customer Care Servicing Liaison

United Shore Financial Services Pontiac , MI 48343

Posted 5 months ago

The Customer Care Servicing Liaison will be responsible for identifying communication and process improvement opportunities and implementing them within the Servicing Team and its vendors. The Liaison will track complaints and escalations and develop plans to improve processes and communications.

WHAT YOU WILL BE DOING

  • Developing and maintaining complaint tracking

  • Following up with our vendors to ensure complaints are addressed timely

  • Designing potential calling campaigns and/or email blasts

  • Create and/or modify reports that allow us to be more proactive

  • Work with up-stream teams to create and/or update processes

  • Accepting inbound calls and making outbound calls to clients

  • Responding to emails from clients

WHAT WE NEED FROM YOU

  • 2+ years previous experience in mortgage servicing required

  • Strong understanding of the entire mortgage process

  • Strong understanding of sub-servicing relationships

  • Excellent customer service and communication skills

  • Analytical skills

  • Proficient in MS Office; Word, Excel and Outlook

  • Proficient in pivot tables, charts and graphs

  • Ability to multi task in a fast pace environment

  • Positive attitude

  • Ability to work independently

  • High School Diploma

  • This role requires on-site attendance

THE PLACE & THE PERKS

United Shore is a diverse group of over 2,500 mortgage experts, sales superstars, tech gurus, marketing whizzes and more. We're a $30 billion and growing, family owned and operated company that still feels like family. Our award-winning workplace just happens to be home to the #1 wholesale mortgage lender in the nation, United Wholesale Mortgage. And we believe in setting our team members up for success by creating a unique, energetic culture where you can be yourself and still reach your professional goals.

Here are some of the reasons you'll love working here:

  • Free fruit, soft drinks and coffee

  • Gourmet cafeteria featuring homemade breakfast, lunch and a stationary food truck featuring $1 sliders

  • Wellness area including an in-house primary-care doctor's office, full-time massage therapist and hair salon

  • Large, state-of-the-art fitness center with a full-size basketball court, outdoor sand volleyball court, plus Zumba and yoga classes

  • Convenience store featuring grab-and-go snacks

  • In-house Starbucks and indoor/outdoor caf with Wi-Fi

  • Lawn vouchers to concerts at DTE Energy Music Theater

  • Escape room for team-building activities

  • Indoor/outdoor putting greens

  • Bicycle-sharing program with bike and jogging paths

DISCLAIMERAll the above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job related instructions as requested by their supervisor, subject to reasonable accommodations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. United Shore Financial Services is an Equal Opportunity/Affirmative Action Employer.


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Customer Care Servicing Liaison

United Shore Financial Services