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Remote Mortgage Customer Service Representative - Iowa City Iowa
Company: Mci Jobs Location: Iowa City, Iowa
Posted On: 04/30/2024
POSITION OVERVIEW We are hiring customer care representatives to assist mortgage customers with various account inquiries while advising callers about additional products or services. We are seeking individuals who will work to ensure our organization is providing world class service to our members, employees, and our communities. In this role, you will work directly with mortgage customers providing product and account information, resolving customer issues, and answering customer questions. Candidates should have a positive demeanor, a strong work ethic, a track record of working well with customers. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management. Schedules vary by site and project; however, we can usually find something that works for everyone. This is an on-site, entry-level position. Prior contact center experience isn't required; candidates experienced in customer service industries such as servers, bartenders, and retail associates are encouraged to apply! To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test. SALARY Commensurate - POSITION RESPONSIBILITIES WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? This position supports customer service for mortgage customers. This role requires you to interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day. Essential Duties - Handle inbound customer calls in a courteous, timely, and professional manner
- Listen to customers, understand their needs, and resolve customer issues
- Escalate customer issues to the appropriate staff and managerial for resolution as needed
- Ensure first call resolution through problems solving and effective call handling
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner
- Utilize knowledge base and training to accurately answer customer questions
- Create and maintain customer CRM records with accurate call details
- Accurately document call resolution in appropriate systems
- Strictly follow client process for handling financial issues and inquiries
- Comply with requirements surrounding confidential information and personal information
- Follow all required scripts, policies, and procedures
Adhere to all attendance and work schedule requirements including all scheduled training CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT? It's about building relationships and turning the knowledge you gain in training into customer wins. MCI provides all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. Required - Must be 18 years of age
- High School Diploma or Equivalent
- The ability to multi-task using multiple screens and systems while talking on the phone with customers.
- The ability to type swiftly and accurately 30-45 Words per minute
- The ability to read and speak English fluently
- Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint)
- Excellent organizational, written, and oral communication skills
- The ability to multi-task across multiple systems and screens while speak to customers.
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Strong team orientation and customer focus with a positive attitude
- Highly reliable with the ability to maintain regular attendance and punctuality
- Aptitude for issue identification and problem solving
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- An aptitude for conflict resolution and problem solving
- The ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handling
- Excellent interpersonal skills and the ability to build relationships with your team and customers Preferred
- Relevant experience in banking or financial services is a plus
- Experience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plus COMPENSATION DETAILS
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year. Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV's, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location. JUST A FEW OF THE BENEFITS - Medical, Dental, and Vision Coverage Options
- Paid Time-Off
- Regular Raises
- Advancement Opportunity
- Fun, Engaging Work Environment
- Casual Dress Code
- Cash and Prize Contests PHYSICAL REQUIREMENTS
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. CONDITIONS OF EMPLOYMENT |
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