Operations Specialist II - Call Center

Purpose

The customer service representative is responsible for answering inquiries and obtaining information for clients, customers, and interested parties. The representative will also serve as a contact for the customer service inbox for general inquires and assist with client system administrative activities.

Specific Duties And Responsibilities

• Hours: 11:30 to 8:00PM EST
• Answer telephone, screen and direct calls
• Provide foreclosure related information to callers
• Review and respond to client requests in a professional and timely manner
• Reply or forward general customer service emails
• Communicate with team members and clients regarding inquiries within the client systems
• Create/Delete/Reset Client system logins
• Extensive communication with clients and borrowers via phone

Basic Requirements

• Associated Degree Required, Bachelor’s Degree Preferred
• Law firm or call center experience preferred
• Must possess excellent ability to communicate with all clients
• Knowledge of computers and relevant software applications
• Knowledge of customer service principles and practices
• Professional Personal Presentation
• Overall positive attitude and willingness to adapt to change
• Must possess the ability to demonstrate a sense of urgency in appropriate situations

General Competency Factors

• Must be proficient in software tools, including but not limited to Word, Excel, Outlook, and the Internet
• Must possess strong written and verbal communications skills
• Provides excellent customer service to internal and external customers
• Identifies and solves issues in a timely manner
• Must be a team player and willing to help others in their department whenever necessary
• Must be extremely organized and be able to multi-task
• Conzientious with respect to work completion, deadlines, time management and attendance
• Takes initiative in face of obstacles and identifies what needs to be done and takes action
• Demonstrates commitment to Firm’s vision, mission, and core values
• Analytical and detail oriented, while working at a fast pace and capable of multi-tasking
• Develops professional relationships and builds rapport with others

Comprehensive Benefit Program

• Company Paid Life and Disability Insurance plans
• Medical, Dental and Vision Plans with Prescription coverage
• 401K Retirement Savings Plan
• Flexible scheduling (within reason, depending on position)
• Generous PTO plan for all full-time employees
• Full equipment station at no cost for remote employees, including dual monitors
• Employee Assistance Plan, offering free 24/7 counseling and consulting services to support emotional health and wellbeing
• Wellness programs and employee discounts
• Learning and development training opportunities for both personal and professional growth

About the Firm

Aldridge Pite, LLP is a multi-state law firm that focuses heavily on the utilization of technology to create work flow synergies with its clients and business partners. Aldridge Pite is a full-service provider of legal services to depository and non-depository financial institutions including banks, credit unions, mortgage servicing concerns, institutional investors, private firms, and other commercial clients. Aldridge Pite is dedicated to providing best-in-class representation across all of its Practice Areas through its unwavering subscription to three fundamental tenets: Partnership, Integrity, and Innovation.