Customer Service Reps are responsible for providing exceptional customer service to all customers calling in for inquiries and complaints regarding financial products and services. This includes having the ability to build a rapport with customers while navigating multiple computer screens and resolving their problems in an agile and efficient way. Reps must also have the ability to be a coach able team member who works well with others and is accustomed to working in a metric driven environment.
Looking up information and transactions on-line
Resolving routine problems and inquiries and referring difficult problems to more senior representatives
May cross-sell or refer products such as on-line statements or reoccurring payments
Duties may also include: cross-sell or refer products, account maintenance, report generation, and project work
Participate in and support overall customer service goals
Efficiently handle variety of customer inquiries regarding their home mortgage
Become a subject matter expert of mortgage banking processes, procedures and internal and external resources
Prioritize quality and efficiency in resolving customer issues
Minimize call escalations by gaining our customer's trust and confidence
Increase customer loyalty by offering value added products and services
Generate leads for other members of the sales team to close
The best CSR's constantly go the extra mile to wow customers, make them feel that their concerns are important and also engage customers to learn about their financial needs through patience, attention to detail, and the ability to follow procedures. This is a fast paced call center in which calls will be taken during entire shift. We are looking for people who learn quickly, can multi task, have the ability to understand and explain technical information and communicate it to homeowners, and possess the drive to sell company products on a majority of calls.
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.