Customer Care Specialist in Philadelphia, PA at Radian Group Inc

Date Posted: 11/6/2019

Job Snapshot

Job Description

The ideal candidates will have loan processing and customer care experience.

The Customer Care Specialist (CCS) position will interact with customers to provide information in response to inquiries about products and services. The Customer Care Specialist will handle and resolve customer complaints via any means of communication into the Customer Care Contact Center. The CCS will effectively resolve customer issues to the customer’s satisfaction, treat the customer with respect at all times, and make the customer feel as though they are the only customer they are dealing with. The CCS will perform research on the issues, identify their root cause, track all issues, and elevate as necessary. The CCS will support client integration and workflows. Additionally, CCS will ensure any and all communications are consistent with Radian’s core values and Customer Service pledge. The CCS will be a role model of service delivery for the organization.

Primary Duties and Responsibilities

  • Handles customer questions, issues, and works with other departments at Radian to provide the highest level of courtesy and professionalism to resolve customer issues within a one call resolution when possible.
  • Offers alternative solutions when appropriate with the objective of retaining customer's business.
  • Performs root cause analysis with a logical methodology for problem identification.
  • Has a proactive approach to problem resolution.
  • Communicates with customers using web-based tools and demonstrates associated proficiency in typing, grammar and verbal communication.
  • Demonstrates continued and consistent proficiency in the skill sets utilized within the Contact Center.
  • May assist Supervisor in training new employees.
  • Elevates issues to next level of management if necessary. 
  • Continuously looks for opportunities for process improvements and makes recommendations to management. 
  • Understands what issues they can resolve and when issues need to be elevated to Supervisor/Customer Service Manager. 
  • Keeps management informed on escalated issues, patterns, trends that are outside of the daily contact center customer issues.  

Job Specifications

Knowledge:

  • The ability to work in one or multiple queues/skill sets over various customer contact channels.
  • Solutions oriented with the ability to perform root cause analysis on issues to determine the “why” behind the issue.
  • Has a broad working knowledge of the Financial Services Industry, preferable, Mortgage Insurance and/or Mortgage. 


Skills and Abilities:

  • Ability to read and analyze reports, manage a pipeline.
  • Excellent interpersonal, verbal and written communications skills and attention to detail.
  • Understand the importance of customer service delivery, how is impacts profitability and differentiates Radian from its competitors.


Other Position Parameters:

  • Strong work ethic, acts professionally at all times, and a team player with a "no problem" attitude
  • Independent thinker, problem solver, resourceful with excellent follow up skills, and a commitment to the task
  • Must have exemplary customer service skills and be a role model for customer service delivery to the customers, within the team, and to the organization. 
  • Demonstrated service delivery awards or recognition is beneficial


Prior Work Experience

  • Technical:   3 - 5 years
  • Supervisory:   None


Education and Credentials

  • Required:  Associate or Technical Degree, or equivalent work experience, or education and relevant customer service experience relating to Mortgage, Mortgage origination or servicing, or Loan processing will be considered.

EEO Statement

Radian complies with all applicable federal, state, and local laws prohibiting discrimination in employment.  All qualified applicants will receive consideration for employment without regard to gender, age, race, color, religious creed, marital status, sexual orientation, national origin, ethnicity, ancestry, citizenship, genetic information, disability, protected veteran status or any other characteristic protected by applicable federal, state, or local law.

If you are a person with a disability and need assistance in the application process please send an e-mail message to recruitment@radian.biz.