Location – Middletown, RI

Department – Technology

Position Description

We are looking for team members driven and excited to learn something new every day! The call center team receives all inbound client phone calls and emails in real-time to ensure client requests are addressed immediately, and personally.  Each client phone call or email will be handled by a highly-skilled individual who is likely to be able to resolve the issue on the spot.  For issues that require additional coordination, call center team members navigate seamlessly within operations and management to find resolutions, and follow-up with communication to clients.  

Ideal candidates are positive, happy people that have a passion for working. If you are the type of person that is passionate about your work and is not willing to produce mediocre results, you are a good candidate for this position.

Responsibilities

  • Primary point of communication between Solidifi’s clients and its operations
  • Perform functions of an inbound call center and assume responsibility for answering all incoming calls (100 calls/day average)
  • Receive incoming email requests and connects to corresponding files in Resware
  • Understands the basic components of each department and continues to learn and cross train
  • Provide answers, updates, and proactive communication to client
  • Monitor outliers and aged items; communicate with production teams and client until complete
  • Coordinate with production/knowledge specialists when needed
  • Escalate issues and trends to Department Manager
  • Handle simple revisions and production requests in order to expedite process

Skills and Expertise

  • University Degree or equivalent knowledge/experience
  • Open availability Monday – Friday
  • Prior industry experience in mortgage processing, title, closing, and escrow is preferred, but not required
  • Excellent written and verbal communication, and interpersonal skills
  • Fortitude to speak with high-level clients and resolve issues
  • Ability to assess performance and identify issues in advance through reports
  • Possess a high level of accountability and follow through on all client resolution needs
  • Ability to work independently and remain self-driven
  • Ability to multitask
  • Proficient with Microsoft Office Programs
  • Strong attention to detail
  • Must be able to work a flexible schedule with extended hours when required (especially at end of month)
  • Capability to understand and operate successfully within an action-based workflow software system

The opportunity is here if you’re ready for it. We take great pride in the work we do and the talented people who work with us. We’re always looking for highly skilled, driven people who value a collaborative, open environment and a flexible, professional culture.