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Hace 3 días
Bilingual customer service representative
$16,000 Mensual
Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
PresencialDescripción
About Firstsource
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies.
Role Description: Working under the direction of the Call Center Team Lead, the Customer Care Specialist plays a pivotal role in addressing past due accounts (ie. collections) & customer calls concerning mortgage products. As the initial point of contact for customers, the Customer Care Specialist will service calls to collect past due payments, service personnel, conduct financial interviews and provide information. Building strong rapport with customers, responding to fundamental inquiries, and ensuring the completion of requested documentation and actions are key responsibilities aimed at delivering exceptional customer satisfaction.
Roles & Responsibilities
· Respond to inbound and outbound calls promptly, meeting established timelines to meet metrics in call efficiencies and quality.
· Assess account past due status, making attempts to collect payments or offer repayment plans
· Offer information and expert assistance regarding mortgage loans by swiftly retrieving basic loan details and providing customers with accurate information.
· When required, guide and direct customers to specialized servicing personnel for more specific needs (e.g., SPOCs).
· Accurately obtain and verify customer information, including financials.
· Foster customer relationships by actively listening and promptly resolving complaints with precision and efficiency.
· Conduct research and follow up with customers in a timely manner, collaborating with other mortgage associates to gather the necessary information.
· Follow up on escalated calls to ensure customer satisfaction.
· Participate in outbound call campaigns as needed.
· Patiently and courteously explain policies and procedures when necessary.
· Provide written responses to customer inquiries as required.
· Ensure appropriate handling of customer questions and concerns, escalating issues to the next level when needed.
· Maintain a high level of cooperation and rapport with all other company associates to ensure accurate and efficient operations and service.
· Perform other duties as assigned.
Qualifications
The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Work Experience
· At least of 6 months of professional customer service experience required
· Call center experience preferred, particularly in an environment requiring patience, compassion, exceptional listening skills, and deep understanding of our customer base, such as in the medical or life insurance sector, were crucial
· Prior experience in mortgage servicing preferred
What we offer
Salary 16,000 per month (gross salary)
Attendance Bonus: $1,500 per month
Performance Bonus
Law benefits
Life Insurance
Food vauchers $1,600
Totalpass (Gym discounts) after the 3 month
Cereal bar for free
Apply now!!
ID: 19260558