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Multilingual Customer Care Associate

2 months ago

Moorpark, California, United States 100KCrossing Full time
Overview:
At 100KCrossing, we are seeking dedicated, solution-oriented individuals to enhance our Customer Support team. Our commitment to customer satisfaction drives every action we take. As a Customer Support Specialist, you will handle customer inquiries and resolve issues with professionalism and efficiency. Moreover, you will have the chance to promote 100KCrossing products to eligible clients. Comprehensive training and ongoing support will be provided to ensure your success in this role.

Key Responsibilities:
  • Deliver outstanding service to our clients through courteous and informative phone interactions in a high-volume inbound call center.
  • Assist customers with account-related inquiries, including loan payments, escrow details, taxes, and loan documentation.
  • Conduct thorough research to accurately address customer questions and concerns.
  • Collaborate with various departments to resolve customer requests, including escalated issues.
  • Perform additional related tasks as needed.
  • Exhibit behaviors that reflect the organization's core values and culture.

Training Program:
We provide a structured training program lasting eight weeks, conducted in a supportive environment. Full attendance is mandatory for employment.
Direct coaching and guidance will be available throughout the training to enhance your skills and build confidence in your role.

Post-Training Work Schedule:
After training, you will be assigned to one of the following standard shifts:
  • 6:00 am - 3:00 pm
  • 7:00 am - 4:00 pm
  • 8:00 am - 5:00 pm
  • 9:00 am - 6:00 pm

Overtime Expectations:
Typically, you will work two half-day shifts on Saturdays each month and may be required to work additional hours during peak call volume periods.

Qualifications:
  • Demonstrate patience, empathy, and understanding in all customer interactions.
  • Effectively navigate multiple systems to find relevant information and communicate clearly.
  • Proficient in computer applications, including Word and Excel.
  • Provide timely and accurate information in a fast-paced environment.
  • Exhibit strong problem-solving skills and sound judgment.
  • Ability to make independent decisions within established policies and procedures.
  • Experience in the mortgage or financial services industry is advantageous.
  • Fluency in Spanish is required; additional compensation may be available for bilingual capabilities.

Why Join Us:
As a leading player in the mortgage industry, 100KCrossing has empowered millions of homeowners to achieve their dreams. Our vision is to be the most trusted partner in homeownership.

Our team of dedicated professionals is guided by our core values of accountability, reliability, and ethics. We are committed to fostering a positive and inclusive workplace where every employee and customer feels valued and respected.

Benefits:
  • Comprehensive health, dental, and vision insurance.
  • Paid time off, including vacation, holidays, and parental leave.
  • Wellness initiatives and employee recognition programs.
  • Retirement plans, life insurance, and tuition reimbursement.
  • Philanthropic opportunities, including matching gifts and volunteer grants.

Compensation:
Your salary will be determined based on various factors, including your experience and skills. Performance-based compensation and stock incentives may also be available based on individual and company performance.