Customer Service Desk Agent – Mortgage Support

Role Overview

• Answering and Routing Calls: Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems.
• Problem Solving: They diagnose issues, answer product or service questions, and provide solutions in real time.
• Customer Engagement: Beyond mere call handling, agents build rapport with customers, ensuring a personalized experience that enhances satisfaction.
• Documentation: They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference.
• Follow-Up: Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support when necessary.
• Adhering to Scripts: Following standardized scripts to ensure consistency, while also tailoring responses as needed.
• Answering Inbound Calls: Promptly handling incoming calls and providing assistance to customers.
• Making Outbound Calls: Proactively reaching out to potential customers, setting appointments, or following up on leads.
• Providing Accurate Information: Ensuring customers receive correct details about products, services, and policies.
• Resolving Complaints: Listening to customer issues and working towards a satisfactory resolution.
• Documenting Interactions: Logging detailed notes in the CRM for quality assurance and follow-up purposes.
• Managing Call Escalations: Recognizing when a customer’s issue requires escalation to a supervisor.
• Maintaining Professionalism: Demonstrating courteous and respectful behavior at all times.
• Meeting Performance Targets: Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).

Requirements

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 1-2 years’ experience in area of responsibility
• Call Center experience
• Customer Service experience within a call center environment
• Must be able to multi-task during the job.

Benefits

• Health insurance
• Equal Opportunity Employer