Client Services Operations Analyst (Full Time, On Site)

• 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

• 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

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