Description |
POSITION SUMMARY
The Customer Care Agent is responsible for inbound and outbound calls regarding mortgage questions such as taxes, hazard insurance, escrow analyses, mortgage payments, principal curtailments, document copies, optional insurance, account balances, verifications of mortgage, year-end information, methods of payment, and payoffs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ensure the highest level of customer service and satisfaction in a call center environment.
Meet established efficiency and effectiveness standards, such as quality assurance & talk time
Attempt to resolve each customer inquiry with one call resolution
Adherence to departmental policy and procedures and other duties as assigned by management.
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Requirements |
SKILLS
Must possess excellent telephone communication skills in both English and Spanish.
Strong problem solving skills required.
Self-starter with the ability to work independently.
Proficient personal computer skills utilizing Microsoft Office/Windows based applications.
Ability to multitask and follow assignments to completion with attention to detail and accuracy.
Bilingual (English/Spanish) required.
EDUCATION and/or EXPERIENCE
High school graduate or equivalent.
Previous mortgage banking and/or customer care experience preferred.
Previous call center experience preferred.
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