Customer Support

• Handles customer escalation calls as required
• Assists team with meeting production metrics, quality targets and survey expectations (if applicable)
• Participates in and conducts training and coaching sessions for the team as needed
• Provides coaching stats and call listening follow ups to the team members to further assist in their development in their roles
• Actively and accurately documents agent discussions during coaching
• Acts in a professional and appropriate manner while assisting with clients and the team
• Takes front-line calls in times of high volumes as needed (typically a minimum of 25% of time monthly avg)
• Builds product and process knowledge to effectively interact with team members and customers, within business guidelines.
• Identifies customers’/agents’ needs, researches systems, utilizes tools to interpret and analyzes data
• Provides solutions and guidance, and uses the opportunity to educate customers/agents where appropriate
• Builds trust in relationships through solving issues quickly and efficiently and by providing extra value, when appropriate.
• Assists Manager with special projects
• May lead call listening sessions with clients and provide survey analysis feedback directly to clients
• Identifies and assists with documentation, testing, and tool updates as needed
• Partners with other CoreLogic departments for issues, documentation, and process improvement opportunities
• Performs other duties as required

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