Customer Service Representative - Hybrid work set up after Training
Full-time
Dynamic Talent Solutions
- The Customer Resolutions Agent will provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective, and professional manner. This role involves assisting customer queries, collecting loan payments, and resolving delinquent customer loans by leveraging retention and liquidation strategies.
- You will manage customer contact through inbound call queues and outbound dialer campaigns, while adhering to investor servicing guidelines and internal policies and procedures.
- Display effective collection techniques, call handling skills, and negotiate with confidence to obtain delinquency resolution
- Provide accurate and relevant information to the customer
- Handle inbound and outbound calls for loans from current month owing through foreclosure (Customer Service and Collection Calls in English)
- Effectively provide prompt, accurate, and professional responses to customer inquiries
- Successfully resolve routine inquiries regarding payments, escrow, loan terms, etc.
- Display active listening skills
- Document loan activity on MSP
- Actively collect on past due payments
- Establish payment arrangements and determine strategies to resolve delinquency
- Address foreclosure questions and concerns
- Determine the reason for default
- Counsel customers about consequences of delinquency
- Maintain service levels and call center performance metrics – Schedule Adherence, Average Call Handle Time, Attendance / Availability
- Perform payment collection and deal production
- Stable internet connection required – Hybrid work-from-home model
- College degree preferred
- Open to college undergraduates with 12 months BPO experience, preferably in a collections department
- Ability to handle customer escalations and serve as a go-to person for leadership on difficult calls
- Demonstrates a positive attitude, contributes to positive team morale, and is eager to learn and take on new responsibilities
- Ability to work independently
- Shifts and Schedules: Our call center hours of operation are Monday – Friday, 8:00 AM – 9:00 PM EST, and Saturday, 8:00 AM – 5:00 PM EST. Shifts will fall within these timeframes
- Associate must have a stable internet connection (100 Mbps speed) while scheduled to work from home
- We operate on a hybrid business model where employees will be scheduled to work from the office and/or work from home
- Flexibility is required as scheduled shifts and skill sets may change between Customer Service and Customer Resolutions, depending on business needs
Job Functions and Responsibilities:
Qualifications:
Work Schedule:
Vacancy posted 21 days ago
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