Description:

Support internal and external customers with inquiries and complaints regarding financial products and services. Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online. Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards. Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals. Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action. Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly.

Skills:

Customer service, Mortgage processing, Loans, letter writing, phone communication, planning and organizational skills, escalation calls

Top Skills Details:

Customer service, Mortgage processing, Loans, letter writing, phone communication

Additional Skills & Qualifications:

Required Qualifications: 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

Ability to research, take notes, and document complaints

Strong communication skills with the ability to de-escalate customers over the phone (expect 5+ high level calls per day)

Microsoft Products – MS Word

Experience Level:

Intermediate Level

About Aston Carter:

Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.