Client Service Coordinator III

FUNCTION: Working under the direction and guidelines established by the Mortgage Fullfillment Manager, provides superior customer service by responding to inbound and outbound telephone and/or email inquiries, requests and issues as well as proactively addressing customer concerns. Responsible for coordination and oversight of the complex and/or escalated file(s) which includes follow up/communication needed to get the file to closing on time.

Works closely with our borrowers to effectively communicate requirements and setting deadlines for all conditions associated with the Mortgage Request. Researches and resolves problems and errors by taking ownership and following through to resolution. Serves as a subject matter expert in devising new processes, recognizes gaps in the processes and makes recommendations for improvements.

Adheres to Critical Staffing Plan when necessary to ensure that all departmental service level agreements are met.
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