Job Details
**Customer Service Specialist**
* Grand Rapids, MI, USA
* Full Time
* Loan Servicing
***The POWER of a CAREER!*** Northpointe Bank is seeking a detail oriented, customer service minded individual to join our team as ***Customer Service Specialist.*** This position requires an individual who has the desire to make a difference within the organization. An exceptional ability to grasp new concepts and learn while providing excellent service is critical for this position. If you have been looking for an opportunity in the banking/mortgage industry, have the desire to ***work hard*** , are dedicated to your individual success, and take pride in the achievement and growth within a team, then we want to hear from you!!!
The responsibilities of this position include, but are not limited to: handling customer inquiries made via telephone, email, live chat or other electronic means. By using job knowledge and the information available, this position will make every effort to answer customer questions via first call resolution. This position will educate customers about Northpointe products and services and up-sell and cross-sell other products based on the customer needs.
**Responsibilities:**
Handle all customer interactions in a professional and courteous manner.
Provide accurate information to all customers, including explanation of products and policies.
Work with third party vendors to obtain necessary documents for the loan file.
Take every step possible to answer the client's question or solve the problem during the call, without transferring the client to another employee or department. When follow-up is required, doing so within the timeframe committed to the client (same day/< 24 hour service level commitment).
Accurately enters or confirms client information into bank systems; initiates and/or completes proper request forms in assisting clients.
Educates the client about Bank products and services and up-sells and cross-sells other products based on the client's needs.
Maintain a working knowledge of all products that Northpointe offers and the necessary documents required for each program.
Meet established standards and guidelines with regard to compliance, job knowledge, quality, attendance, efficiency, initiative, customer service, and overall performance.
Maintain customer confidence by providing ongoing quality service and keeping all files and information confidential.
Maintain up-to-date knowledge and compliance with internal policies and procedures. Understand and ensure compliance with laws, rules, and regulations affecting our institution.
**Requirements:**
High school diploma or equivalent.
At least one year of customer service experience preferred.
Knowledge of Deposit and Loan products and procedures.
Proven organizational skills and demonstrated ability to prioritize and multi-task
Demonstrated ability to resolve complicated issues as they arise
Proficient computer skills (i.e., Microsoft Word, Excel, Outlook, any other mortgage software, etc.).
Professional demeanor and interaction with all customers (internal and external).
Effective interpersonal and communications (written and verbal) skills.
Ability to work effectively in a team-oriented environment as well as independently.
Must be a self-starter with the ability to work with minimal supervision while obtaining satisfactory results.
Ability to pay attention to detail while handling a high volume of work with multiple interruptions.
Ability to communicate effectively with supervisors, co-workers and customers, work independently and is self-motivated.
Effective project management skills and the ability to proactively problem-solve.
Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
**Our Hiring Philosophy:**
Northpointe Bank recognizes that the quality of our people is the foundation for our success. Attracting individuals who value a challenging work environment that rewards the contributions of its people is the cornerstone of our hiring philosophy.
It is the policy of Northpointe Bank and its subsidiaries to provide equal employment opportunities (EEO) to all persons regardless of age, race, sex, religion, national origin, handicap, marital status, or other attributes not pertinent to the job requirements. This policy reflects our practice of making all employment decisions, from recruitment to promotions, based on an individual's qualifications without discrimination on any basis.
**Benefit Information:**
Medical
Dental
Vision
Life, LTD, & AD&D
Dependent Care Spending Plan (DCSA)
Employer Stock Ownership Plan with 401(k) feature and company match
Complimentary Banking Services
Tuition Assistance
AA - EOE
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