Customer Service Representative

Harrison National Employment
Published
September 10, 2020
Location
Evesham Township, NJ
Category
Job Type

Description

 Customer Service Representative  

Position Description:  

The Customer Service Representative is responsible for handling a high phone volume and assisting customers with the processing of their mortgage. The Customer Service Representative will either respond to the customer with the requisite information or have calls escalated in a timely and documented fashion to appropriate departments.  

Essential Job Functions:  

• Answers inbound from the Message Center and responds to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers.   

• Escalating complex inbound calls to appropriate parties while accurately documenting contents of the call for internal reference.  

• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.   

• Maintains confidentiality of customer’s nonpublic information.   

• Provides information and knowledgeable assistance regarding mortgage loans by retrieving loan information and providing customers their information quickly and efficiently.   

• Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.   

• Provides written and verbal responses to customer inquiries as needed.  

• Additional job duties as assigned. Able to demonstrate a willingness to learn  

• Computer proficiency is essential  

• Able to adhere to schedules, multitask and meet deadlines  

• Demonstrates good listening skills, strong customer service skills  

• Professional communication skills (both verbal and written)  

• Able to work in a fast-paced team environment  

Qualifications:  

Education and/or Experience:  

• 1-3 years of customer service or call center experience required.   

• Previous mortgage, banking or financial services call center experience a plus.  

• High School diploma or GED is required.  

• Solid work history and tenure – minimal gaps *provide explanations  

• Bi-lingual a Plus  

Reasoning Ability:  

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.   

• Ability to deal with problems involving several concrete variables in standardized situations.  

Physical Demands:  

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

• While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.   

• The employee must occasionally lift and/or move up to 25 pounds.  

Work Environment:  

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

• The noise level in the work environment is usually moderate.  

Employer’s Rights:  

• This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties.   

• You will be evaluated in part based upon your performance of the tasks and functions listed in this job description.   

• The employer has the right to revise this job description at any time.   

• The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.  

Americans with Disabilities Act: 

Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.  

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