Customer Service Associate

As a Customer Service Associate at University Bank, your primary responsibilities include managing inbound and outbound calls, assisting borrowers with inquiries related to their loans, and explaining consumer regulatory rights. You'll also ensure thorough record-keeping in our call center database and provide effective solutions tailored to each customer's needs.

To apply for the Customer Service Associate position at University Bank, candidates should possess a high school diploma or an equivalent qualification. A minimum of one year of customer service experience is required, and previous experience in mortgage loan servicing is preferred, making you familiar with the financial environment you'll be working in.

Essential skills for a Customer Service Associate at University Bank include strong communication abilities, both verbal and written, excellent organizational and analytical skills, and a high attention to detail. Additionally, multitasking, time management, and a commitment to maintaining positive customer relationships are crucial for success in this role.

Customer Service Associates at University Bank work in a climate-controlled office setting or may have the option for a private home office. You will experience a typical office atmosphere, with some potential exposure to indoor allergens. The environment promotes collaboration with colleagues, yet also allows for independent work as needed.

The Customer Service Associate role at University Bank involves being able to lift up to 20 pounds, sitting for extended periods at a computer desk, and performing repetitive tasks such as using a computer mouse and keyboard. It's crucial to maintain comfort and efficiency during these tasks to excel in your role.

To handle a difficult customer, I would begin by actively listening to their concerns without interrupting. Acknowledging their feelings and showing empathy is essential. I'd assure them that I will do my best to resolve their issues and follow through diligently. Offering solutions, keeping them informed, and ensuring their needs are met would be my top priority.

In my previous customer service position, I noticed that our response time to inquiries was longer than desired. I proposed implementing a tracking system that categorized requests, enabling the team to prioritize urgent issues. As a result, we reduced response time significantly, enhancing customer satisfaction.

I utilize digital tools such as task management software and maintain organized notes for each customer interaction. Creating prioritized call logs helps keep track of follow-ups. Staying methodical ensures that I address each customer's needs effectively and efficiently.

To ensure compliance, I stay informed about current regulations and company policies. I carefully handle all sensitive information, sharing it only with authorized personnel. Continuous training and reminders about privacy guidelines help me maintain focus on customer confidentiality, ensuring our clients feel secure.

Customer service in the lending industry is crucial as it builds trust and fosters long-term relationships. Given the sensitive nature of financial matters, providing clear, compassionate support enhances client satisfaction and loyalty. Happy customers are more likely to recommend our services to others.

To stay motivated while performing repetitive tasks, I focus on the bigger picture, reminding myself of the positive impact my role has on customers' lives. I also set personal goals to achieve within the day, which keeps me engaged and eager to meet targets while ensuring high-quality service.

The Black Knight platform is designed for efficient management of mortgage loans. I understand that it helps in tracking payment histories, analyzing escrow accounts, and generating payoff statements. Familiarizing myself with its different functionalities will enable me to assist customers more effectively.

When making welcome calls, I would begin by introducing myself warmly and expressing gratitude for choosing University Bank. I would listen to any immediate questions they have and ensure that I provide clear, supportive answers. This approach sets a positive tone for our future interactions.

Effective communication requires clarity and empathy. I always aim to adapt my language based on the customer's level of understanding, avoiding jargon. Active listening plays a key role as well. I ensure customers feel heard, and I ask clarifying questions as needed to provide tailored solutions.

During busy periods, I prioritize tasks based on urgency and importance. I assess customer needs and focus on high-impact solutions first. Staying organized and using a task list helps me remain clear on what each customer needs, ensuring that I manage my time effectively while providing excellent service.