Customer Service Specialist

Job Summary
Facilitate movement of asset and/or process through established steps to completion and/or closure.
Essential Functions/Performance Dimensions and Tasks Time Spent (%)
The essential functions of the position include, but are not limited to:
• Task Management 60%
o Manage portfolios, tasks, or assignments through queue to completion
o Escalate issues to proper department or supervisor for resolution
o Review and process documentation received
o Coordinate completion of tasks with team members
o Approve items in scope of authority for completion
o Update client and company systems as required
• Customer Service 25%
o Respond to client's requests or questions via phone, email, portal, or fax
o Correspond with vendors, clients, or customer liaisons
o Train vendors, clients, or customers on processes if part of internal process
• Quality Assurance 10%
o Validate information received for correctness and track errors
o Review and complete projects to evaluate and improve quality
o Report potential risks, regulatory or investor changes
• Other functions, duties, and tasks as assigned 5%
Management retains the discretion to add to or change the duties of the position at any time.
Job Specifications
1. License: None required
2. Education: High school or equivalent required; some college course work preferred
3. Experience: Two to Three years in real estate or customer service, prefer experience in aspect of the department hiring; financial services, mortgage servicing or vendor management experience preferred for some departments
4. You may perform work for customers of the Company that may require approval by the customers for you to provide services for them. The Company's customers' approval for you to perform services for or at the customers' premises is an essential requirement of this job. If any
VRM Lending LLC Job Description
Specialist
2
of the Company's customer(s) for whom you are assigned or hired to work do not grant you approval to perform those services or terminate their approval for you to perform those services, your employment may be subject to termination as a result.
KSAO's:
Required Knowledge: Principles and processes for providing customer service; structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar; Microsoft Office (emphasis on Excel, Outlook, and Internet Explorer)
VRM Function
Required Functional Knowledge
Customer Service
Call center phone system software; familiar with complex explorer and internet searches