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Robert Vega, Director FAC 18 / 2304 Whitis Ave. Stop G6200 78712-1508 • 512-471-7900

Wingspan Portfolio Advisors, Customer Advocate - Mortgage Industry, Application Deadline, BTT Gateway Schedule ID 471

Mon, October 21, 2013

Customer Advocates assist borrowers by handling escalated concerns through research and resolution of service problems. The Customer Advocate is a full-time position and includes a full benefits package.

LOCATION

7624 Warren Parkway, Frisco TX 75034

START DATE

January 2014

TRAINING

The Customer Advocate will learn how to handle escalated customer complaints through research and resolution of service programs during a 4-week training class. The training will consist of classroom curriculum, job shadowing, and hands-on business case solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Respond to and perform a variety of functions including:

• Respond to escalated borrower complaints by telephone and through written response
• Resolve borrower complaints by determining the cause of the issue, selecting and explaining the best solution to solve the problem, expediting the correction or adjustment and following up to ensure resolution
• Research borrower accounts utilizing various customer systems
• Must have regular, punctual and consistent attendance
• Other duties as assigned

KNOWLEDGE/EXPERIENCE

Qualifications sought in successful candidates include:

• BS or BA degree from an accredited four year college or university or equivalent work experience
• Academic excellence with a minimum cumulative GPA of 3.0 preferred
• Participation in campus and student organizational activities and programs, preferably in a leadership role
• An aptitude and desire to learn the Mortgage industry (trends, issues, etc.)
• Previous experience working in a fast-paced production environment with stringent deadlines is required
• A willingness to take on additional responsibilities and challenges

SKILLS

For this position the following skills and abilities must be demonstrated at a proficient level:

• Excellent verbal and written communication skills, including the ability to communicate in a professional manner with both borrowers and clients
• Excellent analysis and judgment required for determining appropriate courses of action
• Strong organizational skills
• High level of reliability and responsibility
• Ability to work both independently and in a team environment
• Working knowledge of Microsoft Excel, Word and Outlook

To apply, see BTT Gateway Schedule ID 471. Application deadline is 10/21/2013 at 11:59 PM.


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