Customer Care Escalations Associate (Property Tax)

About the role

Embark on a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Customer Care Senior Associate. As an integral part of our team, you will hold a pivotal role connecting our clients and their esteemed customers. Your dedication to service excellence will be unwavering, and you’ll find fulfillment in embracing challenges that allow your exceptional attention to detail and critical thinking skills to shine.

Responsibilities

• Manages inbound tax inquiries escalated from Tier 1 customer care agents on behalf of client, acting as an extension of our client
• Provides outreach and updates to borrowers via outbound calls
• Acts confidently in their role with little reliance on additional support
• Effectively considers the end-to-end process when troubleshooting and providing guidance to customers and internal stakeholders
• Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue
• Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)
• Buils product and process knowledge to effectively interact with customers, within business guidelines
• Identify customers’ needs, research client systems, utilize tools to interpret and analyze data
• Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
• Accurately documents customer interactions per established process
• Ability to handle challenging customers effectively
• Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate
• Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
• Actively and accurately document discussions of inquiries and leverage internal tools for next-level resolution needs
• Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
• May assist with escalated issues per business guidelines
• Meet personal/team production metrics and quality targets
• Must adhere to strict schedule and meet attendance guidelines

Qualifications

• High school diploma, GED or equivalent is required; bachelor’s degree preferred
• 3+ years previous experience in a customer support role required
• Tax/banking/mortgage/real estate Industry experience required
• Passion for service excellence
• Strong written and verbal communication skills along with excellent customer service and active listening skills
• Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change
• Strong computer skills to retrieve, query, update systems using multiple screens simultaneously
• Organization and time management skills to operate effectively in a fast paced, high-volume environment
• Typing ability of 35wpm+
• Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
• Ability to identify customer issues and identify appropriate tasks
• Must successfully adhere to schedule, attendance and required deliverables/deadlines
• Demonstrates patience and empathy and have the ability to work collaboratively with others

Pay

Annual Pay Range: 38,500 - 45,760 USD