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Member Advocate Specialist

City: Ewing
State/Territory: US-NJ

Description

Who is Cenlar?

 

You are.

 

Employee-owners have made Cenlar one of the nation’s largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Member Advocate Specialist.

 

Responsibilities:

  • Focus on monitoring and tracking credit union member (customer) feedback received both verbally and written, with the goal of transforming the customer’s experience and improving overall satisfaction.

  • Listen to customers’ direct feedback from transactional surveys and/or timely contact to discuss their interactions.

  • Monitor transactional survey responses; mine responses for patterns and trends.

  • Document gaps in processes; assist in closing the loop on customer interactions; communicate trends/patterns.

  • Support in identifying process improvements; identify areas of opportunities within various contact points (interactive voice response (IVR), email and telephone).

  • Conduct service recovery; meet and/or exceed service recovery timelines.

  • Understand the customer’s journey; serve as the advocate for and the voice of the customers on programs/projects within company.

  • Assist with other duties as assigned.

 

Qualifications:        

  • High school diploma or equivalent

  • Minimum 2 years of relevant customer service experience

  • Mortgage banking experience preferred

  • Net Promoter management tool experience and proficiency in Net Promoter survey methodologies preferred

  • Understand industry standards

  • Working knowledge and experience with Microsoft Office; Word, Excel, PowerPoint and Visio

  • Excellent presentation and communication skills; both creation and execution

  • Passionate about customer service, client relationships and success

  • Ability to identify and prevent escalations; to problem solve and achieve win-win outcomes; a passion for uncovering then addressing customer satisfaction challenges

  • Highly motivated and enthusiastic team player

 

Total Rewards:

Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO.

 

Visit www.cenlar.com for more details.

 

Please apply online.





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