Sr. Associate, Client Services - Help Desk
Company: CoreLogic
Location: Irvine
Posted on: January 24, 2023
Job Description:
Job Summary:Join our team of over 5,000 employees globally, who
provide the insights through data and next generation technology
that help millions of people find, buy and protect the homes they
love. From the beginning, CoreLogic has been driven by a single
purpose - to innovate and create solutions that solve our clients'
toughest challenges in the housing market. CoreLogic is the trusted
source for property intelligence, with deep knowledge of powerful
economic, social, and environmental forces that promote healthy
housing markets and thriving communities.We apply that same
dedication to creating a diverse and inclusive work culture that
inspires innovation and bold thinking. A place where individuals
can work on small teams, feel valued, and directly impact the real
estate industry. We believe our team members are the best in the
business, and we will continue to recruit, retain, develop and
reward our most important asset - our people!Job Description:Job
Duties
- Supports incoming client calls to the support line, solves
client issues and confirms issue resolution with each client within
SLA standards
- Provides support to all clients while logged in a call queue
throughout the workday
- Routes other support calls to correct individual or
department
- Supports client issues submitted via e-mail through our
Customer Case Management system; monitors, assigns, documents
customer issues, interactions, and case resolution
- Works support cases (i.e. password resets, product questions)
within SLA
- Reviews customer information within our internal systems,
verifying and updating records accordingly in Sales Force to ensure
consistency and prepare for fulfillment
- Supplies feedback on customer experience to department
manager
- Generates and maintains accurate documentation upon client
requests
- Contributes to a team responsible for the shared
responsibilities for Client Support, participating in regular
meetings, and working concurrently on multiple issues and
tasks;
- Works with the Account Management team to coordinate contact
with customers to relay issue management and resolution to the
client at each stage;
- Completes other duties as assigned by the Client Support
Manager; Responsible for completing and/or assigning, tracking and
timely resolution of trouble cases generated by all external
clients for all ClosingCorp products within SLA standardsJob
Qualifications:Education, Experience, Knowledge and Skills
- Excellent customer service skills; provides a demonstrated
track record as an advocate for customer success; establishes
relationships and gains trust and respect; gets first-hand customer
information and uses it for improvements
- Interest in learning technical requirements and product API
methods specific to ClosingCorp products and services
- Residential mortgage lending experience and familiarity with
RESPA, TILA and the home loan process preferred
- Experience with Microsoft products such as Office and
SharePoint
- Effective use and understanding of SalesForce.com a plus
- Quality decision-making skills; makes good decisions based upon
a mixture of analysis, wisdom, experience and judgement
- Strong problem-solving skills; probes for clear understanding
of the issues, is naturally curious, looks beyond the obvious and
works effectively to diagnose and come up with the best
answers
- Creative thinker; comes up with new and unique ideas and easily
makes connections to the over-arching vision and strategies
- Excellent listening skills; can accurately restate the
question/issue from the client's perspective to ensure clear
understanding
- Excellent communication skills; provides clear, concise and
accurate information and shows empathy in verbal and written
form
- Strong interpersonal skills; ability to work well with
cross-functional and geographically distributed teams; personable,
self-motivated, meticulous, flexible, and a team player; a history
of establishing and maintaining effective working relationships
with fellow employees and clients
- Strong time management skills; must be able to multi-task and
maintain focus with a strong attention to detail; able to
prioritize, meet deadlines while completing tasks in a timely
manner
- Meet attendance schedule with dependability and
consistencyAnnual Pay Range:35,100 - 39,520 USDCoreLogic's
Diversity Commitment:CoreLogic is fully committed to employing a
diverseworkforce and creating an inclusive workenvironment that
embraces everyone's uniquecontributions, experiences and values. We
offer anempowered work environment that encouragescreativity,
initiative and professional growth andprovides a competitive salary
and benefits package. We are better together when we support and
recognize our differences. CoreLogic benefits information can be
found here: http://www.yourcorebenefits.com/. Qualifications,
locations and experience of the individual ultimately selected for
the position may impact the final actual offered compensation,
which may vary from any posted range.EOE AA
M/F/Veteran/Disability:CoreLogic is an Equal
Opportunity/Affirmative Actionemployer committed to attracting and
retaining thebest-qualified people available, without regard
torace, color, religion, national origin, gender,
sexualorientation, gender identity, age, disability or statusas a
veteran of the Armed Forces, or any other basisprotected by
federal, state or local law. CoreLogicmaintains a Drug-Free
Workplace.Please apply on our website for consideration.Privacy
Policy - http://www.corelogic.com/privacy.aspxBy providing your
telephone number, you agree to receive automated (SMS) text
messages at that number from CoreLogic regarding all matters
related to your application and, if you are hired, your employment
and company business. Message & data rates may apply. You can opt
out at any time by responding STOP or UNSUBSCRIBING and will
automatically be opted out company-wide.Connect with us on social
media! Click on the quicklinks below to find out more about our
company and associates.
Keywords: CoreLogic, Irvine , Sr. Associate, Client Services - Help Desk, Other , Irvine, California
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