Handles customer service calls in order to resolve in the most satisfactory manner for all parties concerned. Calls are non-routine and require deviation from standard screens, scripts and procedures. May respond to faxes and emails. Must have the ability to communication effectively. Will be referencing account information to assist with questions and determine repayment options. Requires knowledge of the organization, products and/or services. May require advanced problem solving skills and involve cross selling or up selling other financial products. Typically requires 1 to 3 years of customer services and/or collections experience.
Required Skills: • Requires basic knowledge of the organization, products and/or services • Excellent communication and problem-solving skills • One year of customer service experience (includes retail, restaurant, etc) • Some understanding of the Inbound Call Center • Ability to adapt quickly to change • Proven ability to meet and exceed productivity and quality monitoring goals • Excellent PC skills • Must be a team player • Ability to seek solutions for customers in a fast-paced environment
Desired Skills: • Collections experience • 1+ years of telephone sales experience • 1+ years of financial industry or mortgage servicing experience
Training Hours are 8am – 5pm M – F first 4 weeks The manager will communicate the shift hours once they start the assignment and an 8% shift differential will be added for shift 11am – 8pm and shift 12pm - 9pm M- F
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