- Handle inbound and outbound calls and respond to customer inquiries in an accurate, professional and courteous manner.
- Collaborate with Lenders and Consumers to obtain pertinent facts, direct the preparation of escrow instructions, and assist their lenders and/or agents in the consummation of the transaction
- Resolve customer issues efficiently, escalating complex cases to supervisors when necessary.
- Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and quality assurance standards.
- Follow established call center scripts, guidelines, and compliance requirements.
- Identify opportunities to improve customer experience and suggest process enhancements.
- Support production functions by supplementing queue support when not on calls, including conveyance of title, audits, and reviewing title reports.
Customer serviceCRM