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Customer Care Specialist in Philadelphia, PA at Radian Group Inc

Date Posted: 8/3/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/3/2018

Job Description

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 Customer Service Specialist will be a role model of service delivery for the organization.

Primary Duties and Responsibilities:

  • Handles most customer submissions and questions, provides the highest level of courtesy and professionalism to resolve customer issues within a one call resolution whenever possible.
  • Offers alternative solutions when appropriate.
  • Communicates with customers and demonstrates associated proficiency in typing, grammar and verbal communication.
  • Demonstrates continued and consistent proficiency in the skill sets utilized within the department including use of technology.
  • Continuously look for opportunities for process improvement and make recommendations to management. 
  • Understands what issues he/she can resolve and when issues need to be elevated to another team member or management.
  • Attends company training classes to further their knowledge and skills with the goal to be promoted to a Customer Care Senior Specialist (CCSS).
  • Other related duties as assigned.

Job Specifications:

Knowledge:

  • Knowledge of Microsoft office and demonstrates an understanding of technologies, system capabilities/limitations. Utilizes technology systems to initiate and complete customer service issues and handle customer requests.
  • The ability to work in one or multiple queues to handle various type of requests.
  • Solutions oriented with the ability to determine the “why” behind the issue
  • Has a broad working knowledge of the Financial Services Industry, preferable in Mortgage Insurance and/or Mortgage originations or servicing.

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 it impacts profitability and differentiates Radian from its competitors.
  • Ability to escalate within the department while maintaining continuity and superior customer service.

Other Position Parameters:

  • 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
  • Independent thinker, problem solver, resourceful with excellent follow up skills, and a commitment to the task
  • Strong work ethic, enthusiastic, sensitivity/urgency to deadlines, acts professionally at all times, a team player with a no-problem attitude
  • Desire to improve and attain next levels of performance.

Prior Work Experience and Education:

  • 3 to 5 years of related work experience
  • High School Diploma or equivalent required
  • Bachelor’s Degree in Business or Finance preferred

Location:

  • 1500 Market Street, Philadelphia, PA 19102

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.

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