Senior Specialist, Client Operations

Senior Specialist

We're seeking a future team member for the role of Senior Specialist to join our Client Operations, Ginnie Mae Operations team. This role is in New York, NY.

In this role, you'll make an impact in the following ways:

• Direct contact with clients for troubleshooting, correcting errors/exceptions and inquiries
• Independently assist clients by responding to phone, email, and other inquiries regarding supported services
• Provide daily reconciliations as well as metrics. Reviews daily open items to ensure proper follow-up and closure
• Meet all Service Level Agreements for daily deliverables
• To successfully ensure all tasks and assigned projects deliverables are met
• Prepare, participate and conduct requested trainings internal and external

To be successful in this role, we're seeking the following:

• Bachelor's degree or the equivalent combination of education and experience is required.
• 5-7 years of total work experience preferred.
• Preferred customer service experience
• Excellent verbal and written skills
• Excellent communicator
• Provides quality support to clients with routine transactions and processes daily. Under direct supervision, assist clients by responding to phone, email and other inquiries regarding company products, services and procedures.
• Provides basic technical assistance to clients and assists in responding to straightforward client inquiries
• Provide daily, weekly, monthly, quarterly, semi and annual metric, business and management reporting
• Support the operations manager on special tasks and projects