What are the responsibilities and job description for the Customer Service Specialist I position at LanceSoft, Inc.?
Description
As a DCS Customer Service Clerk, the candidate will be in daily communication with internal and/or external customers of one of the nine DCS office warehouses across the country, managing ~10M files collectively. The candidate will be responsible for communicating and maintaining a good working relationship with assigned customers, as well as handling and resolving all inquiries. Daily document review and processing is a large part of the position because it has a direct benefit to the customer. Customer Service can apply to many teams within DCS so the candidate must be willing to take on additional responsibilities other than that of which they are initially assigned, e.g. team player.
Job Tasks
Maintain excellent written and verbal communication with the customer to obtain all the necessary information to complete daily tasks
Researches various document related questions for Document Custody Services clients to ensure the quality of the collateral review and compliance with custodial agreements
Lead assigned projects, identify potential issues, problem solve, and know when to escalate
Reviews mortgage documents, e.g. mortgage notes, endorsements and riders, deed of trust, title policies, loan assignments, etc., for accuracy and noting exceptions on SOR
Data entry, generate reports, and deliver to customer
Labeling files, organizing carts, sorting/ filing documents, and completing inventories
Operating internal programs for research and activity movements of files and/or documents
Communicate with various levels of staff in all areas of the office to promote collaboration
Meet deadlines and daily production requirements
Basic Qualifications
College degree or equivalent work experience in financial industry
Ability to push, pull, and/or lift 20-30lbs, sitting for long periods (75-100% of working day), able to bend or squat, and willingness to climb step ladders up to 10 feet high
Solid and proven customer service skills, including written and verbal (phone or in-person)
Strong attention to detail, ability to meet deadlines, adapt to new processes, take direction, work independently but work with leadership and peers
Capacity to complete repetitive tasks daily and meet production goals, including deadlines
Intermediate to Advanced knowledge of Microsoft applications, including Outlook and Excel (vLookups, Pivot Tables, Charts, etc.)
Preferred Skills / Experience
Familiarity with mortgage documents preferred, familiarity with SOR: emBTRUST a benefit
Well-developed ability to identify and resolve/escalate problems
Work independently and able to work with team to meet goals and deadlines
Strong time management, organization, and problem-solving skills
As a DCS Customer Service Clerk, the candidate will be in daily communication with internal and/or external customers of one of the nine DCS office warehouses across the country, managing ~10M files collectively. The candidate will be responsible for communicating and maintaining a good working relationship with assigned customers, as well as handling and resolving all inquiries. Daily document review and processing is a large part of the position because it has a direct benefit to the customer. Customer Service can apply to many teams within DCS so the candidate must be willing to take on additional responsibilities other than that of which they are initially assigned, e.g. team player.
Job Tasks
Maintain excellent written and verbal communication with the customer to obtain all the necessary information to complete daily tasks
Researches various document related questions for Document Custody Services clients to ensure the quality of the collateral review and compliance with custodial agreements
Lead assigned projects, identify potential issues, problem solve, and know when to escalate
Reviews mortgage documents, e.g. mortgage notes, endorsements and riders, deed of trust, title policies, loan assignments, etc., for accuracy and noting exceptions on SOR
Data entry, generate reports, and deliver to customer
Labeling files, organizing carts, sorting/ filing documents, and completing inventories
Operating internal programs for research and activity movements of files and/or documents
Communicate with various levels of staff in all areas of the office to promote collaboration
Meet deadlines and daily production requirements
Basic Qualifications
College degree or equivalent work experience in financial industry
Ability to push, pull, and/or lift 20-30lbs, sitting for long periods (75-100% of working day), able to bend or squat, and willingness to climb step ladders up to 10 feet high
Solid and proven customer service skills, including written and verbal (phone or in-person)
Strong attention to detail, ability to meet deadlines, adapt to new processes, take direction, work independently but work with leadership and peers
Capacity to complete repetitive tasks daily and meet production goals, including deadlines
Intermediate to Advanced knowledge of Microsoft applications, including Outlook and Excel (vLookups, Pivot Tables, Charts, etc.)
Preferred Skills / Experience
Familiarity with mortgage documents preferred, familiarity with SOR: emBTRUST a benefit
Well-developed ability to identify and resolve/escalate problems
Work independently and able to work with team to meet goals and deadlines
Strong time management, organization, and problem-solving skills
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