Customer Service Representative
1 month ago
Responsibilities:
• Initiate outbound calls and handle inbound calls from borrowers to maintain strong customer relations
• Ensure accurate processing of returned payments and take appropriate actions
• Uphold the highest standards of quality during every call
• Be knowledgeable about regulatory requirements: FDCPA, RESPA, FCRA to provide accurate information to customers
• Review borrowers for Home Retention Programs based on loan type and educate them accordingly
• Work towards maintaining a downward trend in delinquency ratios
• Adhere to work schedules and attendance policies, demonstrating good attendance and punctuality
• Participate in training/cross-training and other educational classes that will benefit the individual as it relates to the job
• Show a keen interest in maintaining clear work-life balance
• Use Microsoft Word and Excel for data entry and email correspondence
• Schedule appointments as necessary for borrowers• Proficiency in Microsoft Excel and Microsoft Word
• Experience in a call center customer service role
• Ability to handle both inbound and outbound calls
• Proven track record in providing excellent customer service
• Competency in data entry and order entry tasks
• Ability to communicate effectively via email correspondence
• Capacity to schedule appointments in an organized and timely manner
• Experience in answering inbound calls swiftly and professionally
• Adept at multitasking in a fast-paced environment
• Strong problem-solving skills and ability to handle customer queries effectively
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