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Bank Call Center Representative - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Troy, MI Troy, Michigan |
About this job
Job Description:
A large financial institution is looking to add multiple team members to their Customer Service team. The role is based out of the bank's Troy, MI headquarters. The start date is scheduled for 11/27/2017 and you must be available to work evenings and weekends.
Job Summary:
The Contact Center Representative ("CCR") will be responsible for making outbound calls to targeted lending customers, and answering inbound telephone calls from lending customers regarding a new mortgage or questions and issues on their current loans (e. g. payment information, online support, payment options, document questions). This position will be primarily responsible for making warm and cold outbound calls to customers and potential customers on lead lists relative to current direct lending sales campaigns. Through the course of these conversations, the CCR will transfer the call to the appropriate department to assist them and also create detailed documentation to ensure inquiries are handled in an accurate and timely manner.
Working hours: 8-5
Skills:
Job Description:
Handle general customer inquiries upon completion of new hire training
Handle up to six additional call types such as, Escrow, Tax, Payoff, PMI, Heloc, Consumer, upon
completion of additional call type training
- Use problem solving skills, paired with knowledge of procedures, to identify and communicate
appropriate, accurate solutions to customers
Perform and explain interest and product-related calculations
Escalate issues to management and/or second levels appropriately
Document case details in a thorough, accurate manner
Capture complaint and Voice of the Customer feedback
Document and perform customer account maintenance
Meet and exceed customer satisfaction expectations
Requirements:
High school diploma / GED
Excellent verbal and written communication skills, as well as strong listening skills.
Must have good telephone technique with well-developed customer service skills.
Exceptional analytical and problem solving skills and an ability to think quickly under pressure.
Ability and willingness to work in a team environment.
Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.