Customer Service Representative (Level II)
- Call Topics: 100% inbound calls
- First level support, common questions are in regards to pay-off on loans, copy of statements, payment, insurance on property, escrow, etc.
- Assists customers with questions or issues regarding their accounts received via phone and/or correspondence.
- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May research issues or transfer to a research function.
- May involve cross selling or up selling of other financial products.
- Handles customer calls with somewhat more complexity.
Job Requirements:
- Call Center/Customer Service assessment score with 80% MINIMUM is required for all submittals.
- Typing test score should be at least 30 wpm. No exceptions.
- Generally has more than 1 year of experience.
- Must have good communication and problem-solving skills.
- Requires advanced knowledge of the organization, products and/or services.
- MUST have call center experience
- MUST have sales/up-selling experience
- Mortgage experience is desired
- Good job stability.
- CSR/Call Center experience.
- Mortgage is a plus.