Customer Service Specialist

ROLE: CUSTOMER SERVICE SPECIALIST

LOCATION: BANLAD MANDAUE

SHIFT: GRAVEYARD

WORK TYPE: ONSITE

Summary

The Customer Support Specialist is responsible for making outbound telephone calls and taking inbound customer phone calls. The Customer Support Specialist will assist customers who are in any stage of the loan process, primarily before Final Approval by Underwriting.

The Customer Support Specialist will work in partnership with the assigned Customer Advocate to follow-up on documentation or action needed from the customer to advance the loan in the refinance process. The Customer Support Specialist will also address questions and concerns the customer may have during the refinance process. This position is responsible for analyzing the information in the file to provide the customer with answers to their questions and put them at ease about their transaction. Based on these assessments, the Customer Support Specialist works with the Customer Advocate and/or makes recommendations to address the borrower concerns.

Essential Job Functions may include:

Ability to effectively and professionally communicate via phone and email.

Maintain customer focus at all times by strictly adhering to FMC's Customer Service Standards, taking ownership of all inquiries and proactively following through resolution.

Work in a manual and automated call center environment, handling both inbound and outbound customer calls providing accurate and up to date status, and conveying outstanding loan conditions required to move loan application to closing prior to the original Rate Expiration date.

Meet established production goal for scheduling based on daily inventory.

Verifies the data in the system to determine how the loan was structured to explain costs if necessary.

Verifies the history of the file and any delays experienced by the customer to better address their situation.

Provides customer with answers to their questions and gets them back on track to complete their closing.

Maintain regular and punctual attendance

Qualifications

Graduate of any Bachelors degree of 4-yr or 5-yr course; with high flying colors preferred

12 months of work experience in the BPO handling voice (inbound or outbound) in Banking/Finance/Insurance industry

Strong verbal and written English communication skills

Preferably with sales background but not required

Excellent attention to detail

Must have one of the following valid ID cards: Philippine Passport and/or Driver's License

Should pass credit and background verification check

Need to pass Secure and Fair Enforcement (SAFE) for Mortgage Licensing Examination during training

Amenable to work onsite in Mandaue City on a graveyard shift