Client Services Operations Analyst (Full Time, On Site)

The Team Lead, Document Retrieval/ Document Custody is responsible for coordinating between the Mortgage Services department and various clients to ensure that client needs are being met. This position also assists with assigning and delegating work to employees within the department.  The Client Services Operations Analyst also acts as a subject matter expert within their respective teams.

Schedule: Monday-Thursday 8:00AM-5:00PM Friday 8:00AM-1:00PM

In office position 

• Receives orders from customers and assist in sending orders to retrieval vendors

• Receive, log, and organize incoming documents for storage.

• Assigns work to Retrieval and Document Custody Specialists within the unit

• Maintain accurate records of document locations and status.

• Retrieve and deliver documents upon authorized request.

• Identify types of mortgage related documents (i.e. mortgage, assignment, release, deeds, title policy, promissory note, etc.)

• Ensure documents are stored securely and in compliance with retention policies.

• Perform regular audits to verify document integrity and accuracy.

• Scan and digitize physical documents as needed.

• Assist with document destruction in accordance with retention schedules.

• Collaborate with internal teams to support document-related needs.

• Maintain confidentiality and data security at all times.

• Responds to client questions regarding documents, projects, and processes

• Develop relationships with customers and customer support teams

• Participate in onboarding and ongoing calibration calls with customers and clients

• Fulfill and respond to tactical, day-to-day needs of customers and provide frontline support to our customers typically   through email and phone

• De-escalate client issues and manage frustrated customers in a professional manner

• Communicates with co-workers, management, clients and others in a courteous and professional manner

• Complies with and adheres to MetaSource policies and procedures

Competencies

• To perform the job successfully, an individual should demonstrate the following competencies:
• Customer/Client Focus– Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Flexibility and Time Management– Ability to budget time while keeping deadlines for assigned projects.  Excellent in multitasking and handle different types of work at all times
• Customer/Client Focus – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction; ability to effectively work with customers and clients in a variety of circumstances, including de-escalation if required.
• Collaboration– Able to professionally and effectively work with others to achieve goals
• Organizational Skills– Keeps workspace clear of clutter; Prioritizes time effectively in order to make sure that all tasks are completed correctly in a timely manner and that proper follow-up is provided;

• High School Diploma or GED; plus 0 to 2 years of previous customer or client support experience. Mortgage or banking experience preferred, but not required
• Experience with Microsoft Office Suite of products including Word, Excel, Outlook, and Power Point 
• Effective time management, follow up, and follow through with minimal direction or oversight
• High level of customer focus with desire to represent the company, our products, and services well
• At least 3 years of Mortgage leadership experience - Team Lead or above
• Strong knowledge of various types of mortgage related documents
• Strong organizational, planning and communication skills
• Strong interpersonal management skills
• Ability to identify mortgage related documents

Employment is contingent upon completing and passing a background check and drug test. MetaSource is an equal opportunity employer.