Client Support Specialist I/II - Phoenix, AZ (Cotton Center)-023656
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Description
Mutual of Omaha Bank is quickly becoming a national leader in the banking industry and we''re looking for talented individuals to help us grow. With over $6 billion in assets, Mutual of Omaha Bank operates a network of community banks and offices in Arizona, California, Colorado, Florida, Iowa, Kansas, Nebraska, Nevada and Texas and has a nationwide deposit services business that serves property management companies and homeowners associations from coast to coast. By combining our trusted name and financial strength with a community banking approach, we''re uniquely positioned for continued growth and success. If you''re looking to take your career to the next level, Mutual of Omaha Bank is the place for you.
**Essential Functions:**
* Supports the customer service process for Condocerts, products and services. Ensures quality, efficient and effective customer service by performing a variety of services for requesters in need of real estate documentation, which may include identifying and assessing the customer needs, providing information and assistance in resolving problems with transaction resolution. Handles routine & complex inquiries and elevates more complex issues as appropriate.
* Receives, researches, analyzes and handles sensitive and complex incoming inquiries utilizing appropriate systems, policies, regulations, procedures and other reference materials to effectively respond to and resolve customer issues of which are complex in nature elevating sensitive customer requests when necessary.
* Provides customer service problem resolution support, such as researching and resolving complex questions and problems by telephone and email.
* Provides information to customers such as: order status and website navigation. Communicates with management companies for order information.
* Maintains knowledge of products, processes and services, as well as knowledge of the industries and/or markets served.
* Keeps abreast of current developments and trends.
* Directs the receiving, researching, analyzing and handling of routine and complex incoming inquiries utilizing appropriate systems, policies, regulations, procedures and other reference materials to effectively respond to and resolve customer issues. Elevates sensitive customer requests when necessary.
* Ensures compliance with banking policies, regulations, and regulatory statutes.
* *This job posting is of a job family. Competency and skill set will determine level of placement within the posted job family.
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Qualifications
* 2 Years previous call center experience
* 1 year customer service experience
* 1 year knowledge of Mortgages
* Ability to work flexible shifts, including overtime, while adhering to attendance as required
* Personal computer skills to include various software packages, including word processing, spreadsheet, e-commerce, electronic mail and presentation, and banking systems is required
* Ability to handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment is required
* Ability to work a 40 hour workweek between the hours of 6am-7pm, Monday-Friday.
* Knowledge of compliance with federal and state regulations pertaining to the mortgage industry
* Strong communication, interpersonal, consultative and presentation skills
* Strong organizational, problem solving and analysis skills
* Sound judgment and decision-making ability
* Detail-oriented
* Ability to effectively communicate with prospective customers and existing customers and banking associates
* Ability to maintain a high degree of confidentiality
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-800-780-0304. We are available Monday through Friday 7 am to 4 pm CST.
For all other inquiries, contact our HR Helpline at 1-800-365-1405, option 4.
***Mutual of Omaha and its affiliates are an Equal Opportunity /Affirmative Action Employer, Minorities/Female/Disabled/Veteran***
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*Job:* Banking
*Primary Location:* US-AZ-Tempe
*Schedule:* Full-time
*Shift:* Day Job
*Flex Time Available?:* No
*Req ID:* 023656