Position Title Bilingual Contact Center Representative – Mortgage Servicing – Work from home United States
LocationWork From Home United States
Job SummaryThe Bilingual (Spanish) Contact Center Representative (“CSR”) will be responsible for answering inbound telephone calls from lending customers regarding questions and issues on their loans (e.g. payment information, online support, payment options, document questions). Through the course of these conversations, the CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services.Pay Range: Local Minimum Wage – $18.62 – $24.00
Job Responsibilities:
Start Date: Monday November 13, 2023
Shift Times Available:
11:00 AM to 7:30 PM EST
11:30 AM to 8:00 PM EST
**Every other Saturday from 7:30 AM-3:30 PM or 8:00 AM-4:00 PM EST. If you work on a Saturday, you will have a day off the following week.
Customer Service
- Handle general customer inquiries upon completion of new hire training
- Handle up to five additional call types such as Escrow, Tax, Payoff, PMI, HELOC, or Consumer Loans upon completion of additional call type training
- Use problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers
- Perform and explain interest and product-related calculations
- Escalate issues to management and/or second levels appropriately
- Document case details in a thorough, accurate manner
- Capture complaint and Voice of the Customer feedback
- Document customer account maintenance requests for management and second level department review
- Meet and exceed customer satisfaction expectations
Operations/Training
- Maintain familiarity with systems and applications in order to research inquiries
- Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
- Complete new hire as well as required soft skills and additional call type training classes
- Complete all required eLearning classes
- Actively participate in monthly performance meetings; meet or exceed all performance metrics.
- Recognize and communicate the need for potential additions and/or modifications to current policies and procedures
- Perform additional responsibilities as assigned by management
Job Requirements:
- HS Diploma, GED or Foreign Equivalent
- 1+ years of contact center and/or industry experience
- Mortgage experience preferred
- Sales experience preferred
- Excellent verbal and written communication skills, as well as strong listening skills.
- Must have good telephone technique with well-developed customer service skills.
- Exceptional analytical and problem-solving skills and an ability to think quickly under pressure.
- Demonstrated ability to look for ways to improve and promote quality.
- Ability and willingness to work in a team environment.
- Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
- Ability and willingness to work the varying shifts including evenings and weekends.
- Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.