Customer Care Operations Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Assist leadership with departmental projects, initiatives aimed at process enhancement, and suggestions that improve customer experience, quality, and operational efficiency.

• Offer coaching on calls, quality, and documentation to representatives while facilitating onboarding and the development of new hires.

• Train and guide team members on insurance tracking processes, lender requirements, policy reviews, case research, and resolving issues.

• Act as a subject matter expert for intricate borrower, lender, insurance carrier, and internal inquiries.

• Collaborate with internal teams and external business partners to address escalated cases and ensure prompt follow-up.

• Interpret and implement NGLS policies, client requirements, procedures, and regulatory guidelines while investigating and resolving customer issues.

• Maintain proficiency across assigned lender portfolios, insurance tracking processes, systems, and departmental protocols.

• Assist in reviewing and resolving escalated requests, disputes, CSARs, and exception cases using sound judgment and analytical thinking.

• Promote quality, compliance, first-contact resolution, and accurate documentation through ongoing coaching and support.

• Respond to a high volume of complex inquiries from borrowers, lenders, insurance agents, carriers, and internal stakeholders in a professional and efficient manner.

• Identify trends, knowledge gaps, and opportunities for process improvement, communicating recommendations to leadership.

• Foster a positive team culture through collaboration, accountability, knowledge sharing, and continuous employee development.

⛳️ Requirements

• High School Diploma.

• Excellent communication, critical thinking, and problem-solving abilities.

• Strong performance in quality and customer experience.

• Capacity to lead, coach, and assist team members in a fast-paced setting.

• Expertise in customer service along with leadership responsibilities.

• Capability to manage escalated situations and make informed decisions.

• Ability to balance individual duties while supporting the team.

• Proficient in collaborating with various departments and business partners.

• Familiarity with insurance tracking processes, lender requirements, policy reviews, case research, and issue resolution.

🏝️ Benefits

• The posting does not specify benefits or compensation extras.