Call Center

3 weeks ago

Ocala, United States Customer Driven Staffing - North Carolina Full time
Job DescriptionJob Description

Customer Driven Staffing (CDS) has been in business and operating in Florida more than 20 years. We provide an extensive amount of services to our clients in Ocala and throughout the surrounding areas.

CDS is seeking Call Center Representative (Collections) to join our team

Ocala based Mortgage company looking for Experienced Inbound Call Center Representatives. This includes communication with their borrowers, loan officers, affiliated brokers, real-estate agents and any other business relationship parties.

-Great work location in central Ocala.

-Brand new work facility with luxury work facilities, work stations, and amenities to go along with a top Ocala Employer.

  • Two years’ Customer Service experience in a customer call center is preferred
  • Mortgage industry and/or Financial Services experience, preferred but not required.
  • Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution
  • Bilingual skills are a plus
  • Ability to handle high volume of phone calls
  • Must have prior collections experience.

Essential duties:

  • Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience
  • Exceed all Daily, Weekly and Monthly call performance targets/metrics (e.g. answer time, abandon rate) as set forth by management
  • Inbound calls along with Outbound welcome and payment reminder calls
  • Answer all borrower calls and verify account information provided through servicing system validation in compliance with all data privacy regulations
  • Accurately responds and educates borrowers on inbound service inquiries
  • Identify borrower’s request/inquiry through effective listening skills
  • Maintains borrower records and updates customer account information
  • Follow and deliver scripted campaigns to the borrowers for determining proper transfer workflow to appropriate departments
  • Maintain quality customer service at all times by following all company established protocols Articulate service options and resolutions to Essex borrowers and service providers (e.g. correspondents)
  • Provide pertinent feedback/information to supervisors upon request
  • Print and stuff servicing letters

Position is a temp to hire after 90days.
Applicants MUST be able to BG and DT
Schedule: Monday-Friday, schedules vary based on positions hired for.
Pay rate: $16-18/hour BOE

Customer Driven Staffing is an Equal Opportunity Employer.

Company DescriptionCustomer Driven Staffing's mission is to help employers achieve organizational success by creating relationships that work We strive to provide a personal and professional service experience to our employees, customers, and business partners.Company DescriptionCustomer Driven Staffing's mission is to help employers achieve organizational success by creating relationships that work We strive to provide a personal and professional service experience to our employees, customers, and business partners.

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