ServiceLink

Product Manager

• Lead the Enterprise Telephony Modernization Program
• Own the full modernization lifecycle: discovery, design, implementation, cutover, and legacy decommissioning
• Design a roadmap spanning platform migration, routing redesign, IVR development, analytics, and enterprise readiness
• Ensure platform stability and business continuity throughout the transition
• Work with internal teams to implement voice AI where applicable
• Simplify and Modernize Number & Routing Architecture
• Redesign routing to eliminate manual workflows and reduce misroutes
• Standardize branding, messaging, and routing logic across business units
• Modernize IVR and Customer Experience
• Lead the creation of an intelligent, intent-based conversational IVR
• Implement self-service automation for high-volume, low-complexity intents
• Reduce wait times & abandonment and improve first-contact resolution through better experience design
• Change Management & Enterprise Rollout
• Develop and execute communication, training, and transition plans for internal users
• Ensure supervisors, agents, and support teams are fully prepared for new workflows and tools
• Build a sustainable support model post go-live

Telephony Product Manager, Information Technology

Client Services Representative

• Respond to phone inquiries using Cisco Finesse
• Review email inquiries.
• Refer unresolved inquiries to designated department or supervisor for review.
• Identify, research and resolve inquiries
• Perform all other duties as assigned.

Operations

• Review daily all assigned Work in Progress (WIP) and utilize to ensure completion of tasks consistent with established Company standards for quality and service.
• Update are but not limited to: Order assignment, Order Scheduling, Order Scheduled/Order Delayed, Report Expected Delivery Date.
• Meet client SLA and quality standards as set by Company.
• Maintain to the highest levels of customer service to ensure client/vendor retention by taking direct action on issues and engaging the management when needed.
• Maintain open communication with team members, vendors, other departments, and management.
• Maintain a positive, professional business relationship with client and internal staff, and vendors.
• Follow through with established daily goals (work in progress) including assignment of new orders and updating the orders in progress.
• Maintain an understanding of and full compliance with Appraiser Independence and regulatory standards.
• Maintain an understanding of USPAP and real estate terminology as it applies to working with independent appraisers and adhere to same.
• Provide suggestions to management in order to assist team with resolving daily operational issues.
• Attend regular department meetings.
• Communicate with management on department challenges and successes.
• Review, analyze and communicate with client on all requests, issues or concerns raised by client through phone call or email communication.
• Communicate with the other teams in the Appraisal Department on day to day operations, identifying any issues and making suggestions to improve processes and deliver orders to client consistent with established Company standards for quality and service and within client defined SLA.
• Ability to listen to a problem and then provide a resolution.

Telephony Product Manager, Information Technology

Client Services Representative

NationalLink Representative, Appraisal Client/Vendor Operations