Customer Retention Specialist

New American Funding

7d • $17 • Hybrid

About The Position

Work as a liaison between the NAF borrower and NAF Loan Officer. Connect our borrowers who are eligible for a refinance or are in the market for a new home with a Loan Officer. Build rapport on initial call, take detailed notes, communicate outcome, and follow up with leads as needed. Keep organized records of lead dispositions and make suggestions for improvements to scripting based on borrower conversations. Exceed minimum standards for level of effort and transfer performance. Successful Retention CSRs effectively communicate with customers and Loan Officers through email, chat, and telephone conversations, and provide a high level of customer service to all parties involved with the interaction to create an exceptional customer experience.

Requirements

• 1-2 years of customer service, call center, or sales experience
• Ability to effectively communicate with customers
• Excellent customer service skills
• Proficiency with Microsoft Office programs such as Word, Excel, and Outlook
• Passionate about helping customers achieve financial goals
• Must be able to verify identity and employment eligibility to work in the U.S.

Nice To Haves

• Bilingual Spanish a plus
• General credit knowledge.
• One or more years of office or inside customer service / call center experience preferred.
• 1 or more years of experience working in the mortgage or real estate industry preferred.
• 1+ years of customer service and/or sales experience preferred.
• High School Diploma or equivalent; some college preferred.

Responsibilities

• 100+ outbound dials daily
• Keep records of transfers to Loan Officers
• Understand the reasons why borrowers do not wish to be transferred
• Place follow-up calls to build rapport with borrowers non-responsive borrowers and borrowers who declined to be transferred
• When borrower is ready to consider a refinance or purchase, connect borrower with active Loan Officer via live scheduled phone transfer or email

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees