Resolution Specialist - Remote Schedule 10:00 - 7:00PM
S3 Shared Service Solutions
Remote
remote
s3
research
real estate
resolving
written
representatives
financial
accounts
meeting
regulatory
insurance
home equity
January 28, 2023
S3 Shared Service Solutions
Linthicum Heights, Maryland
SUMMARY
The Resolution Specialist will respond to Member inquires via telephone, cViews, and MOVE regarding Real Estate products (Mortgage and Home Equity Lines of Credit), while providing friendly, accurate, and professional service. The incumbent will resolve member issues timely and thoroughly, seeking to exceed member expectations on every call and strive for first call resolution . The position will utilize knowledge of products, data, systems, processes, and web-based applications that provides information and addresses the Member service issue.
The Resolution Specialist handles escalated Member issues from the Contact Center, Branches, cViews, MOVE requests, and internal S3 employees to ensure standards are being met by assisting with questions and resolving escalated issues.
This position will also 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.
S3 has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business, and they were all created with a unique cultural foundation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assist Contact Center Member Service Representatives with Real Estate Servicing issue resolution
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
Other duties as assigned by management
QUALIFICATIONS
Minimum 2 years of experience with customer service, preferably within a financial institution
Bachelor s Degree preferred or relevant work experience may be considered
Proficient with Microsoft Office
Strong analytical skills with a high degree of accuracy
Ability to investigate and quickly process the resolution that is best for the Member
Ability to work independently and in cooperation with Contact Center Member Service Representatives and/or other S3 employees to determine the actions needed to solve the issue at hand
Ability to work flexible hours as needed
Positive attitude and team-oriented
Exceptional verbal and written communication skills
Ability to work in a multi-tasking environment
Strong troubleshooting and problem-solving skills
STANDARDS OF PERFORMANCE
Professional representation of S3 Shared Service Solutions, LLC.
Job knowledge/timely, accurate and efficient performance.
Adherence to S3 s policies and procedures.
Promotes and ensures the highest level of quality member Service is provided to all members.
Confidentiality of all records.
Timeliness of meeting regulatory guidelines.
Compliance of regulatory requirements.
Success in meeting individual, departmental, and corporate goals.
SUPERVISORY RESPONSIBILTIES
None
WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
General office environment with low noise levels
BENEFITS
Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities.
The Resolution Specialist will respond to Member inquires via telephone, cViews, and MOVE regarding Real Estate products (Mortgage and Home Equity Lines of Credit), while providing friendly, accurate, and professional service. The incumbent will resolve member issues timely and thoroughly, seeking to exceed member expectations on every call and strive for first call resolution . The position will utilize knowledge of products, data, systems, processes, and web-based applications that provides information and addresses the Member service issue.
The Resolution Specialist handles escalated Member issues from the Contact Center, Branches, cViews, MOVE requests, and internal S3 employees to ensure standards are being met by assisting with questions and resolving escalated issues.
This position will also 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.
S3 has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business, and they were all created with a unique cultural foundation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assist Contact Center Member Service Representatives with Real Estate Servicing issue resolution
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
Other duties as assigned by management
QUALIFICATIONS
Minimum 2 years of experience with customer service, preferably within a financial institution
Bachelor s Degree preferred or relevant work experience may be considered
Proficient with Microsoft Office
Strong analytical skills with a high degree of accuracy
Ability to investigate and quickly process the resolution that is best for the Member
Ability to work independently and in cooperation with Contact Center Member Service Representatives and/or other S3 employees to determine the actions needed to solve the issue at hand
Ability to work flexible hours as needed
Positive attitude and team-oriented
Exceptional verbal and written communication skills
Ability to work in a multi-tasking environment
Strong troubleshooting and problem-solving skills
STANDARDS OF PERFORMANCE
Professional representation of S3 Shared Service Solutions, LLC.
Job knowledge/timely, accurate and efficient performance.
Adherence to S3 s policies and procedures.
Promotes and ensures the highest level of quality member Service is provided to all members.
Confidentiality of all records.
Timeliness of meeting regulatory guidelines.
Compliance of regulatory requirements.
Success in meeting individual, departmental, and corporate goals.
SUPERVISORY RESPONSIBILTIES
None
WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
General office environment with low noise levels
BENEFITS
Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities.
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