Customer Ally

The Customer Ally provides support to TMS Customers by providing superior customer service, presenting a professional image and maintaining excellent communication with all TMS customers and/or offices. Duties include providing an exceptional experience for all customers by answering and directing phones call, identification of customer inquires and effective follow-up to the appropriate resolution. Will be responsible for handling all stages of the account ranging from On Time Payments, Early Payment Default, Late Stage Collections as well as Loss Mitigation ranging from Retention to Liquidation

Duties and Responsibilities

• Answer all customer calls and verify account information provided through servicing system validation in compliance with all data privacy regulations.
• Identify customer request/inquiry through effective listening skills.
• Maintain a queue of accounts in accordance with dept call guidelines
• Exceed all Daily/Weekly and Monthly call performance targets/metrics.
• Maintain quality customer service at all times by following all company established protocols.
• Articulate service options and resolutions to TMS customers and service providers.
• Collaborates with various support departments within servicing to identify needs, propose innovative solutions and deliver results while meeting deadlines in a professional manner.
• Escalates issues timely to applicable channels.
• Provide pertinent feedback/information to supervisors upon request.
• Perform other duties as assigned

Requirements

• Two years of Customer Service experience in a customer call center.
• Mortgage industry and/or Financial Services experience is a plus.
• Bilingual skills are a plus.
• Ability to build rapport quickly to convert inquiries into proper workouts.
• Ability to handle a high volume of phone calls.
• Ability to multitask and effectively manage time.
• Ability to communicate effectively - both in written and verbal form.
• Desire to take personal responsibility to complete a task and solve problems. Basic understanding of the mortgage process/industry.