Account Specialist

Location US-PA-Coraopolis
ID
2021-1667
Category
Valuations
Type
Full Time

Overview

Client Specialist is responsible for the overall support and implementation of a team possessing a strong client experience skill set with excellent communication for appraisal order fulfillment from order receipt to order delivery. This single point of contact and or team of individuals are responsible for assisting with initiatives, which continually improve and optimize our client partnership with proactive appraisal processes. Account Specialists are assigned to a specific client based on tenure, workflow, and level of appraisal experience.  It is the responsibility for this team to have a day-to-day pulse on client perception, client performance as well as a measurable response time to all inbound inquiries and needs during the hours of operation determined by the lender. This individual team will communicate directly with the Account Manager, Client Services Manager, and AVP of Account Management on all matters related to the client.

Responsibilities

  • Day-to-day client interaction including all client escalations, mailbox monitoring, and hold delay communication
  • Assists the Account Manager with client reporting including daily, weekly, and monthly reporting needs
  • Assists with ongoing operational projects including client coordination
  • Performs other duties as required
  • Identify and recommend opportunities for improvement and develops plans to implement operational improvement as well as client specific scorecard reporting
    1. Review orders completed outside the client SLA
    2. Provide high quality customer service; monitors production, quality, and timeliness of workflow for all appraisal processes specific to clients assigned
    3. Monitor performance benchmarks
    4. Anticipate and/or identify issues that inhibit the attainment of production and performance goals

Qualifications

  • Prior experience with customer service and industry knowledge a plus
  • Strong communication, marketing and customer service skills to effectively resolve client concerns and promote product usage.  Problem-solving, time-management, and organizational abilities are also required to efficiently resolve client concerns
  • Strong knowledge is needed in the areas of data, finance and accounting principles, marketing and research policies and procedures, product production cycles.
  • Strong technical knowledge of PC hardware and software, including standard operating systems, basic network usability, and spreadsheet software is necessary in the installation and support of products.  Ongoing education is necessary to stay abreast of current technology

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed