Sr. Customer Resolution Specialist
Core
Resolve escalated customer complaints and inquiries via phone, email, and written communication; research issues, coordinate with business areas for closure, and maintain documentation.
Role type
Senior Customer Resolution Specialist
Builds
Customer satisfaction and issue resolution for mortgage and real estate clients
Domain
Mortgage and real estate services
Deliverable
client delivery
Required skills
Escalation management, written communication, research, problem-solving, conflict resolution, data entry, equipment installation, training delivery
Preferred skills
Trend identification, customer onboarding, product demonstration
Technologies
MS Office, computerized data entry systems
Responsibilities
Respond to escalated customer inquiries and complaints; troubleshoot to provide resolution; compose letters and emails summarizing inquiry points; manage case inventory and compliance dates; maintain logs and records; perform customer setup, onboarding, and equipment installation; provide training and product demonstrations.
Seniority
Senior, hands-on IC