Customer Assurance Specialist job vacancy in PLANET HOME LENDING LLC, (Irving, TX 75039)

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Job Details
Company Name : PLANET HOME LENDING LLC
Company Location : Irving, TX 75039
Job Position : Customer Assurance Specialist
Job Category : Jobs in Texas

Job Description :
The primary purpose of the Customer Assurance Specialist is to monitor incoming call volumes in the Customer Service Department ensuring all department and investor goals are met. In addition, this position will be responsible for auditing, scoring and monitoring inbound calls taken by the customer service representatives and providing feedback to management ensuring high quality customer service.

Responsibilities

Monitor the Customer Service ACD to ensure adequate coverage exists at all times and that company goals and investor requirements are met, including all FHLMCs servicing alignment requirements.
Performs daily monitoring of incoming calls to the Customer Service department and formal monthly quality assurance reviews completing the Quality Assurance Scorecard
Provides trends, training, and coaching opportunities of the agents to the Customer Service Supervisor.
Works closely with the Customer Service Supervisor to ensure all department goals are achieved and quality customer service is provided at all times.

Requirements

Bachelor’s degree or equivalent work experience required
Minimum 2 years in a call center environment required
Previous experience in call monitoring and call coaching required
Three to five years of mortgage servicing experience preferred
Effective verbal and written communication skills
Effective listening skills
Strong leadership skills, interpersonal and analytical skills
Strong attention to detail
Knowledge of call center technologies, operations and metrics
Ability to work independently and in a fast-paced environment
Ability to multi-task and manage time effectively
Ability to provide objective, constructive feedback
Experience working with Microsoft Windows applications

Business is Booming! Planet Home Lending, LLC, is a privately held, full-service, national mortgage lender and servicer company. Planet is FNMA and FHLMC approved and sells through the Retail and Correspondent Channels, offering FHA, VA, Conventional, USDA and many other products. Planet Home Lending continues to reach month over month sales and servicing increases! Come join us!

Environmental/Physical Demands
Work is typically preformed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Benefits:
Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 10 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.