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Client Operations Support Rep II-
Location: US-TX-Frisco
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About US: Established in 2006, Orpine Inc is an international Minority Business Enterprise (MBE) consulting company with offices in Georgia, North Carolina, California and India.
When it comes to staffing solutions, our strong ties to various talent pools allow us to fulfill the contract and permanent positions for any size company, ranging from Global 2000 Companies to implementation partners. Currently we are hiring for below mentioned position that our client has. Description: Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. Follows up with clients to ensure that they are satisfied with the company product or service
About the Role:
As a Dedicated DNA Lending Analyst, you will work in a dynamic, professional, customer service-oriented environment, supporting "leading edge" products. You will respond to customer inquiries, research solutions and solve problems for our clients primarily within our DNA core platform, but must also be available to assist with other products as they integrate within the Lending area of the DNA Core. In this role, you should consider yourself an extension of the client's team and you must always have their goals and objectives at the forefront of every interaction.
This is a great opportunity to develop the necessary foundation in technical client support. This role is a talent pipeline for future leaders. We want to hire you for a career, not a role!
Essential Job Responsibilities: You will provide consultation, training and support that encompasses day to day processing tasks, client knowledge building and training, case management, client product functionality; building and maintaining a positive relationship Understand and manage client expectations ensuring client priorities and high impact items are addressed immediately Must meet high expectations around aggressive case resolution goals Log, track and handle all incoming calls and cases professionally. Must maintain current notes, provide timely and accurate resolution of client issues and ensure client satisfaction at every interaction You will provide detailed analysis of issues received from clients. Must be able to utilize SQL to analyze client data Be able to stage test scenarios in test environments, recreating and documenting each step as reported by client Communicate progress and any potential problems to manager for awareness and/or resolution You will collaborate extensively with internal groups to resolve client issues, actively contributing to the effectiveness of the team Provide superior client support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal groups Must be able to follow internal procedures and processes in order to streamline the case handling process. Support hours 8:00 am EST 8:00pm EST, late night support rotation required After hours on-call support required Perform other duties as required
Minimum Qualifications:
- Bachelor's Degree or equivalent experience
- 2-4 years' experience in financial industry, lending servicing field
Must have extensive experience in General Mortgage, Investor and Consumer lending that could include, but not limited to: - Participation, Commercial & Investor Lending
- Mortgage & HELOC
- Consumer and Indirect Lending
- Other complex loan programs
- Bureau Reporting
General knowledge of Regulatory guidelines and year end processing
Additional Skills and Knowledge: - Experience in an analytical and customer facing role
- Proficient PC skills, Microsoft Office application experience
- Ability to write and understand Relational Database queries
- Strong problem-solving, communication and interpersonal skills
- Dedication to quality and high-level customer satisfaction
- Excellent follow-up skills and attention to detail
- Ability to deal with time constraints, emotional situations and conflict
- Ability to work well independently and within a team
- Previous experience with DNA and/or other experience a must
- Strong ability to coach and train individuals on product usage and functionality
For more exciting opportunities join us on linkedin
Orpine
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