General Clerk

2 weeks ago

Indianapolis, United States TEKsystems Full time
Job DescriptionJob Description

Description:

Currently hiring entry-level CSR's, Multi-Family CSR's, and Mortgage CSR's for their next class. Below are job descriptions for each position:

SPANISH BILINGUAL ENTRY-LEVEL CSR ($21.61/HR):

-Representatives will be responding to incoming contact from consumers that have been victims of identity theft and consumer fraud. Must be able to efficiently document consumer complaints into a secure database and provide educational materials/referrals, while providing A+ customer service.

-Respond to inbound calls, emails, and voice mails following Standard Operating Procedures

-Answers routine questions from the general public on FHA mortgage programs and HUD properties.

-Utilizes prepared scripts with little or no deviation.

-Enter accurate and detailed information in a Customer Relationship Management application summarizing caller contact data, data about the nature of the request and whether or not a referral was provided.

-Warm transfers calls that are not in the Knowledge Base to the applicable Homeownership Center (HOC).

-Performs miscellaneous job-related duties as assigned.

MULTI-FAMILY OPENINGS ($23.33/HR):

-Assist renters, tenants, and property managers by providing resources and referrals to meet their rental needs.

-You may also assist homebuyers and homeowners with requests related to purchasing and owning a home.

-This team will be taking calls from people being evicted or people who are homeless and looking for resources - empathy is a must

-Field phone calls on multifamility rental requests including tenant complaints

-Provide information and resources to customers to deliver customer service excellence

-Use knowledge base to answer customer requests

-Document customer phone communications in an internal database

MORTGAGE CSR ($23.33/HR):

-The CSR rep would only need to have mortgage background. It could be FHA, conventional, VA, etc. It is preferred if they have FHA, but not required.

-A successful candidate needs knowledge of loan terminology and processes, so they understand what the lending industry client is requesting and can ask clarifying questions if needed

-The CSR would then look this information up in a Knowledge Base and provide it to the caller.

-Some FHA lenders have their own loan requirements which are more restrictive than FHA, so we stress the requirement to only use FHA approved FAQs for accuracy.

-Inbound call center handling HUD/FHA inquires as a liaison between the government, public, and industry with the US Department of Housing and Urban Development

-Provide assistance with mortgage lenders on how to become FHA approved lender and support lenders with their re certification requirements

-Answer inquires with underwriting guidelines for Federal Housing Administration for mortgages and property requirements for insurance

-Support in all areas of using FHA Connection online website to assist lenders with insuring their mortgages and maintaining the servicing of their loans

-Interact with all aspects of a HUD home from how to purchase, status of properties, realtors to be HUD approved and their re certification requirements

-Assisting real estate appraisers with FHA guidelines support and requirements to be FHA Approved

-Helping non-profits and governmental entities with support of programs offering to the public for their housing needs and HUD’s requirements to become HUD approved

-Aid callers with their housing needs from homeless, to rental assistance, to purchasing a home for the first time

Skills:

customer service, call center, customer support, bilingual, spanish, mortgage loan origination, mortgage loan processing, mortgage underwriting

Top Skills Details:

customer service,call center,customer support

Additional Skills & Qualifications:

MUST HAVE - CSR

-High School Diploma or GED

-2 years of Customer Service Experience in Call Center Setting

-Reliable transportation

-Open to working between 8am-8pm

MUST HAVE - MULTI FAMILY

- Be able to work until 8:00pm starting out

- 2 years of property management experience

- 1 year of contact center experience or telephone customer service experience (think receptionist, admin, etc.)

- HS Diploma or GED

MUST HAVE - MORTGAGE

- Be able to work until 8:00pm starting out

- 2+ years of mortgage experience (loan processor, junior underwriter, loan officer, loan servicing, loss mitigation specialist, etc.)

- HS Diploma or GED

Performance Expecatations:

- Attendance: CSRs are expected to arrive to work as scheduled, on time, alert and prepared to start work. CSRs will accrue no more than 4 tardies and/or unscheduled absences in a rolling 12 month period.

- Service Level: More than 82.5% of calls handled by CSRs will be answered within 20 seconds

- Abandonment Rate: Less than 2% of callers will abandon while waiting in the CSR queue.

- Average Handle Time: CSRs will maintain an AHT (total time for processing a call, including talk time and after call work) of 6 minutes or less.

- Adherence: CSRs will maintain schedule adherence of more than 96%.

- Call Quality: CSRs will maintain an average call monitoring score of 94% or higher.

- Escalation Errors: CSRs will maintain an average error rate of 3% or less

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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