Customer Care Senior Representative

Primary Purpose:Responsible for answering high volume inbound calls and providing effective quality customer service in regards to property loans. Supportborrowers and agents by providing detailed information on how to service a loan, de-escalate calls and process.Essential Duties and Responsibilities:Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentionedbelow. Specific activities may change from time to time.L Deliver timely, accurate customer service ensuring the highest level of satisfactionl Handle inbound telephone calls from borrowers and agentsBuild customer service knowledge by taking initiative for learning additional processes, queues and client specific procedures tosupport customer in secondary areas and provide comprehensive, well informed responses to inquiriesll Update records and note system as requiredl Ability to work in fast paced environmentl Flexibility in work hours and in changing environmentsl May assist answering questions in the help deskl May cross train to assist with borrower follow upsl Provide coaching to reps on a weekly basisl Presenting weekly reports to managementJOB REQUIREMENTSMinimum Skills and Competencies:The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be madeto enable individuals with disabilities to perform the essential functions.Desired Skills:L Bilingual skills, both written and verbal, highly desirablel Mortgage Lending Call Center specific experiencel 1+ years of experience in a Call Center