Resolution Specialist

Employer
Robert Half Office Team
Location
Linthicum Heights, MD
Posted
Sep 16, 2022
Closes
Sep 29, 2022
Ref
660046155
Function
Accountant, IT
Industry
Other
Hours
Full Time
Description A credit union service organization in Linthicum, MD is seeking a Resolution Specialist to join their Real Estate Loan Servicing Department. This person must possess an excellent phone presence, team-player mentality, and ability to recognize and escalate issues as needed. This position will be responsible for responding to payment inquiries, rate/payment changes, escrow changes and resulting impact to the monthly payment, subordinations, payoffs, and satisfactions. The Resolution Specialist will prepare professionally written responses to email inquiries, ensure that the member's response is completed within established timeframes, and research and resolve member bill payment issues within service level agreement standards. Additional duties include: * Respond to member and potential member phone inquiries on Real Estate products and services* Navigate system applications as needed to resolve inquiries* Provide timely, friendly, and accurate service in building Member relationships; determine member eligibility; provide guidance to Members to meet their financial needs* Accurately verify, document, and process all Member transactions* Prioritize workload based on mandatory requirements and Member service level agreements* Resolve complaints by communicating with other departments and/or Partners as needed* Provide extraordinary service by resolving problems with "first call resolution" in mind* Perform and process account maintenance, fulfillment requests, research requests, etc. * Recognize and escalate issues as needed* Troubleshoot questions/issues, respond, and resolve member e-mail inquiries while adhering to response time and quality goals* Research and resolve complex payment issues* Interact with vendors, payees and members to research issues, uncover root cause of problems, correct accounts, and communicate actions taken to Members* Educate Members on the reasons for account changes Requirements A credit union service organization in Linthicum, MD is seeking a Resolution Specialist to join their Real Estate Loan Servicing Department. This person must possess an excellent phone presence, team-player mentality, and ability to recognize and escalate issues as needed.This position will be responsible for responding to payment inquiries, rate/payment changes, escrow changes and resulting impact to the monthly payment, subordinations, payoffs, and satisfactions. The Resolution Specialist will prepare professionally written responses to email inquiries, ensure that the member's response is completed within established timeframes, and research and resolve member bill payment issues within service level agreement standards.Additional duties include:* Respond to member and potential member phone inquiries on Real Estate products and services* Navigate system applications as needed to resolve inquiries* Provide timely, friendly, and accurate service in building Member relationships; determine member eligibility; provide guidance to Members to meet their financial needs* Accurately verify, document, and process all Member transactions* Prioritize workload based on mandatory requirements and Member service level agreements* Resolve complaints by communicating with other departments and/or Partners as needed* Provide extraordinary service by resolving problems with "first call resolution" in mind* Perform and process account maintenance, fulfillment requests, research requests, etc.* Recognize and escalate issues as needed* Troubleshoot questions/issues, respond, and resolve member e-mail inquiries while adhering to response time and quality goals* Research and resolve complex payment issues* Interact with vendors, payees and members to research issues, uncover root cause of problems, correct accounts, and communicate actions taken to Members* Educate Members on the reasons for account changes-Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.Questions? Call your local office at 1.888.490.4154. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for US job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information. (C) 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/terms-of-use) .

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