Position - Customer Service Representative Mortgage Servicing
Company - Confidential
Location Mandaue City, Cebu, Philippines
Job Type - Permanent Position (Full Time)
Work Mode - Onsite
Shift - Graveyard Shift (Night Shift)
Job Description
Job Overview
We are looking for customer service representatives that will act as a liaison, provide product/service information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Successful CSR's are patient, empathetic, and passionately communicative. Everyday customer service representatives will put themselves in their customer's shoes and advocate for them when necessary. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
This role will be reporting to the Team Lead in Operations for Mortgage Servicing.
Job Role & Responsibilities
- Deliver excellent customer service, responding to a variety of calls and emails from the US mortgage servicing industry
- Use knowledge obtained in training to locate answers in a knowledge database to respond to customer's mortgage related requests
- Identify and assess customers needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Reach personal, team, and contact center performance targets
- Take ownership of all customer inquiries and proactively follow through to ensure resolution
- Keep records of customer interactions, process customer accounts, and document appropriately
- Navigate multiple computer systems and applications, and utilize search tools to provide information to customers
- Follow communication procedures, guidelines, and policies
Qualifications & Experience
- College graduates, college undergraduates, or associate degree graduates
- Must have at least 6-12 months of work experience in BPO industry (BFSI industry a plus)
- Experience handling voice (inbound or outbound) calls (Banking/Finance industry a plus)
- Work onsite in Cebu City
- Excellent attention to detail
- Strong verbal and written English communication skills
- Basic computer navigation skills
Benefits
- Paid Training
- Competitive Base Pay
- Miscellaneous Allowance
- Paid Time Off
- Paid Holidays
- HMO Benefits
- Employee Referral Bonus
- Excellent Growth and Advancement Opportunities
