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Service Excellence Administrator

Ewing Township, NJ | Direct Hire

Post Date: 06/09/2017 Job ID: 95078 Areas of Expertise: Call Center & Office Pay Rate: $44-72K

Contemporary Staffing Solutions is currently recruiting Service Excellence Administrator's for Direct Hire positions in Ewing Township, NJ.


The ideal candidate should be an organized strong multi-tasker, who is self-motivated with great customer service skills. They should handle high stress situations with ease, and thrive in a busy environment. They should have a proven record of personal and professional achievement and able to master modern technologies as needed. A strong candidate should have the ability to function in a fast-paced, dynamic environment and an ardent desire to help a business grow.


Responsibilities of the Service Excellence Administrator:

  • Identify any risk with processes, vendors and internal departments and recommend process improvements.
  • Develop, run and maintain reporting to track vendor oversight and internal business units’ internal processes.
  • Responsible for controls and oversight of client service level agreements (SLAs); ensure adherence to SLAs.
  • Oversee department’s escalation client email box to ensure timely responses and communicate with clients.
  • Escalate process with internal departments.
  • Ensure research is provided timely, in order to meet SLAs and initiate escalation if necessary to meet timeline.
  • Oversee verbal grievance process throughout the company.
  • Oversee department’s remedial action plans to ensure staff is working in accordance with policies on identified issues in order to eliminate future issues.
  • Develop and implement measurement of success plans.
  • Review client sites for mortgage servicing related issues and develop and oversee process.
  • Monitor industry compliance communications and internal compliance updates to ensure changes that impact the area are communicated and documented in procedures.


Requirements of the Service Excellence Administrator:

  • Background in compliance
  • Mortgage Servicing experience
  • Strong research and root-cause analysis experience
  • Excellent written and verbal communications skills
  • Ability to work in a fast-paced environment
  • Ability to multi-task

Darla Nowell
Staffing Specialist

Darla has worked with CSS for over three years within the Professional Division. She has significant experience recruiting for Senior Level Accounting & Finance positions in addition to HR & Administrative positions. She is always seeking to connect top tier talent with career opportunities.
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