Research & Client Relations Consultant 8/30/2016

PHH Corporation Mount Laurel, NJ

Company
PHH Corporation
Job Classification
Full Time
Company Ref #
16-0754
AJE Ref #
576014272
Location
Mount Laurel, NJ
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
High School Diploma or GED

JOB DESCRIPTION

APPLY
Description
POSITION SUMMARY:

Handle all customer related issues that require research that cannot be handled within the course of the initial phone call.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily
* Communicate with the Call Center via task reports
* Communicate with the customers, Private Label clients, and all levels of management through the resolution of loan issues.
* Ensure all escalated complaints are documented in the appropriate database for reporting
* Develop and maintain a working knowledge of research procedures and workflow
* Perform necessary research to distinguish and resolve customer inquiries
* Utilize task tracking to monitor pending issues and to assign issues to supporting departments i.e. taxes, insurance, and special loans
* Implement changes-new tasks
* Support Qualified Written Requests, 1098 functions, maintenance and audits within the department
* Monitor department mailboxes for timely resolutions and responses to emails
* Participate in weekly/monthly conference calls for PLS clients
* Research and resolution for OOP cases

Requirements
QUALIFICATIONS:

EDUCATION / EXPERIENCE
To perform this job successfully, an individual must have the following education and/or experience:
* High School diploma or equivalent required
* Minimum of 2 years previous customer service experience in a financial setting required

KNOWLEDGE, SKILLS, AND ABILITIES
* Strong default background to resolve escalated issues
* Analytical, with an ability to identify and resolve problems
* Strong verbal and written communication skills
* Ability to work independently as well as in a team setting
* Well organized
* Ability to manage multiple priorities in a timely manner
* Strong interpersonal skills

TRAINING / LICENSING REQUIREMENTS
* Must pass PHH Corporation s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

CORE COMPETENCIES

Core Leadership Behaviors

Behaves as a Leadership Role Model
* Demonstrates integrity and keeps promises (do what you say you will do)
* Treats everyone with respect and dignity; builds trust within and outside the organization
* Confronts issues at the source of the conflict
* Demonstrates an unyielding commitment to compliance and does what is right for PHH
* Proactively and professionally communicates relevant information to others

Builds Strong Working Relationships
* Builds productive and collaborative working relationships based on mutual trust
* Identifies opportunities and takes action to build relationships to help achieve business goals
* Solicits, takes into consideration and appropriately incorporates perspectives from others

Drives and Delivers Exceptional Results
* Assumes personal ownership for performance
* Delivers on promised end-results, overcomes obstacles and ensures closure is achieved
* Demonstrates speed, quality of execution and an unyielding commitment to a zero defect culture
* Proactively anticipates situations that require a plan of action; identifies critical issues and escalates appropriately

Customer Focus/External Focus
* Advocates for the customer as the top priority and is passionate about customer needs
* Works collaboratively with customers to solve problems and address underlying needs
* Takes accountability for customer satisfaction

TECHNOLOGY SKILLS
* Proficient with Microsoft Office products including Excel, Word, etc.

PHYSICAL DEMANDS
* Constant sitting

OTHER REQUIREMENTS
* NA

TRAVEL / WORK SCHEDULE
* 8:30 am 5:00 pm M-F

* Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

*

PHH is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status