Sr. Associate, Client Services - Help Desk

Job Summary:

Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose - to innovate and create solutions that solve our clients' toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.

We apply that same dedication to creating a diverse and inclusive work culture that inspires innovation and bold thinking. A place where individuals can work on small teams, feel valued, and directly impact the real estate industry. We believe our team members are the best in the business, and we will continue to recruit, retain, develop and reward our most important asset - our people!

Job Description:

Job Duties

• Supports incoming client calls to the support line, solves client issues and confirms issue resolution with each client within SLA standards
  • Provides support to all clients while logged in a call queue throughout the workday
  • Routes other support calls to correct individual or department
• Supports client issues submitted via e-mail through our Customer Case Management system; monitors, assigns, documents customer issues, interactions, and case resolution
  • Works support cases (i.e. password resets, product questions) within SLA
  • Reviews customer information within our internal systems, verifying and updating records accordingly in Sales Force to ensure consistency and prepare for fulfillment
  • Supplies feedback on customer experience to department manager
  • Generates and maintains accurate documentation upon client requests
  • Contributes to a team responsible for the shared responsibilities for Client Support, participating in regular meetings, and working concurrently on multiple issues and tasks;
  • Works with the Account Management team to coordinate contact with customers to relay issue management and resolution to the client at each stage;
• Completes other duties as assigned by the Client Support Manager; Responsible for completing and/or assigning, tracking and timely resolution of trouble cases generated by all external clients for all ClosingCorp products within SLA standards

Job Qualifications:

Education, Experience, Knowledge and Skills

• Excellent customer service skills; provides a demonstrated track record as an advocate for customer success; establishes relationships and gains trust and respect; gets first-hand customer information and uses it for improvements
• Interest in learning technical requirements and product API methods specific to ClosingCorp products and services
• Residential mortgage lending experience and familiarity with RESPA, TILA and the home loan process preferred
• Experience with Microsoft products such as Office and SharePoint
• Effective use and understanding of SalesForce.com a plus
• Quality decision-making skills; makes good decisions based upon a mixture of analysis, wisdom, experience and judgement
• Strong problem-solving skills; probes for clear understanding of the issues, is naturally curious, looks beyond the obvious and works effectively to diagnose and come up with the best answers
• Creative thinker; comes up with new and unique ideas and easily makes connections to the over-arching vision and strategies
• Excellent listening skills; can accurately restate the question/issue from the client's perspective to ensure clear understanding
• Excellent communication skills; provides clear, concise and accurate information and shows empathy in verbal and written form
• Strong interpersonal skills; ability to work well with cross-functional and geographically distributed teams; personable, self-motivated, meticulous, flexible, and a team player; a history of establishing and maintaining effective working relationships with fellow employees and clients
• Strong time management skills; must be able to multi-task and maintain focus with a strong attention to detail; able to prioritize, meet deadlines while completing tasks in a timely manner
• Meet attendance schedule with dependability and consistency

CoreLogic's Diversity Commitment:

CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

CoreLogic benefits information can be found here: http://www.yourcorebenefits.com/. Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from any posted range.

EOE AA M/F/Veteran/Disability:

CoreLogic is an Equal Opportunity/Affirmative Action employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. CoreLogic maintains a Drug-Free Workplace.

Please apply on our website for consideration.

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