Job details

Customer Relations Specialist, Operations

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

The Customer Relations Specialist will assist the Glass House and Letter Writing Team by being a point of contact for research and resolving escalated complaints. The Team Lead will effectively resolve customer concerns to enhance the customer experience while partnering with the Company’s Lines of Business to escalate and resolve customer concerns. Sound judgment will be used to implement solutions that are practical and beneficial to the customer and the Company.

For this position, we are seeking someone with enthusiasm to work on a dynamic team, a passion for helping customers obtain resolutions on their inquiries and has a willingness to act as an ambassador for the Company.

Responsibilities:

Handle verbal and written escalations received from phone calls, Executive Office, CEO and Walk-In customers.
Review cases in the social media platform to ensure cases are handled appropriately and are accurately classified.
Create listening reports for monitoring specific key-words
Provide RCA timelines/summaries for CEO escalations.

Provide social media monthly and quarterly reports to leadership.
Complete monthly Social Media Survey Reporting
Perform QA Reporting for Customer Relations
Responsible for assisting the Letter Writing team and managers with research needed to resolve written requests received by the Customer Relations team.
Providing ad-hoc reporting regarding specific issues/ reputational risk topics

Competencies:

Effective written and verbal communications skills with an attention to detail.
Strong relationship management skills with leaders across all lines of business.
Ability to confidently handle and resolve errors with efficiency and integrity.
Ability to multi-task, prioritize, investigate and problem solve.
Excellent collaboration skills, self-motivated and willing to take initiative.
Real passion for enhancing the customer experience, and process improvement.
Strong analytical and organizational skills with strong critical thinking with a sense of urgency.
Open to feedback and flexible with change.
Proficient in Microsoft Office.

Experience:

2+ years of Customer Relations experience
2+ years of written correspondence experience

Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V

Job Requisition ID:

020701

Job Category:

Customer Relations

Primary Location City:

Lewisville

Primary Location Region:

Texas

Primary Location Postal Code:

75067

Primary Location Country:

United States of America