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Sr Research Specialist

Apply Location Duluth, Georgia Requisition Number R-83894

The Sr. Research Specialist will provides front line, direct contact with clients and customers, this is done through receiving or placing telephone calls, in addition to working faxes, electronic methods (e-mail & system of record task assignments), correspondence, mail, express delivery, reports, and project assignments.  These positions serves as back-up resources to the Call Center Department, processing inbound calls as needed. You will use computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer.  Recognize consistent problem areas and reports to higher level for action. Seeks to retain account and/or suggest and encourage use of other services and products. Depending on area may promote and sell products and/or services and enter or confirm sales. Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers. Provide collateral protection services by ensuring all customers are adequately insured as well as adding lender place insurance for uninsured customers.

The Sr. Research Specialist assist and mentor the Research Specialist in his/her responsibilities. In addition, the Senior Research role is responsible for researching and addressing escalated issues, training associates, and providing support to the team lead.

  • Root cause, research and resolve the most complex loan level inquires and exception items received through inbound calls, fax, emails, tasks, correspondence, reports, and/or special projects.
  • Research and respond to escalated issues and prepare responses to customers and clients.
  • Handle in-bound and out-bound calls from our customers in hazard insurance, mortgage banking, and property loss.
  • Works in a multi-client /functional environment due to expanded knowledge and skill set.
  • Handle escalated inquiries and assignments, as required
  • Assist with projects
  • Assist with training of new hires and associate cross training initiatives, assisting with facilitation as needed.
  • Research/resolve loan level inquires and exception items through inbound calls, fax, emails, tasks, correspondence, reports, and/or special projects. More experienced associates will be involved in root cause analysis of more complex inquiries and research.
  • Handle in-bound and out-bound calls from our customers in hazard insurance, mortgage banking, and property loss.
  • Research and respond to inquiries and prepare responses to customers and clients.
  • Initially works in a single client/functional environment due to limited knowledge and skill set. More experienced associates will work in a multi-client or multi-functional environment.

Basic Qualifications Required Experience, Skills, and Knowledge:

  • High school diploma/ GED
  • Intermediate computer skills, (ability to create, edit, and analyze spreadsheets and emails)
  • Minimum of 3 years customer service, banking, finance, mortgage lending or related experience

Preferred Qualifications Required Experience, Skills, and Knowledge:

  • Proficient at verbal and written communication when communicating with customers/clients
  • Strong attention to detail
  • Strong customer service skills
  • Excellent listening skills
  • Ability to adapt well to change

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Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.