Customer Service Desk Agent - (Mortgage Support)

Unisys

13d•Onsite

About The Position

This role involves providing customer support within the mortgage industry. Agents will be responsible for handling inbound and outbound calls, resolving customer inquiries, and documenting interactions. The position requires strong multitasking abilities and adherence to established procedures and performance targets. Success in this role means effectively managing customer interactions, providing accurate information, and contributing to overall customer satisfaction.

Requirements

High School Diploma or GED required
Generally, 1-2 years’ experience in area of responsibility
Call Center experience
Able to Multi-Task during the job.
Customer Service experience within a call center environment.
Able to perform all job responsibilities listed as well
Customer Service Experience with Technical Background
Applicant should be eligible for any required authorizations from the U.S. Government due to potential access to export-controlled commodities and technology.

Nice To Haves

May require technical certification or Associate Degree
Call Center Experience a Plus

Responsibilities

Answering and Routing Calls: Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems.
Problem Solving: They diagnose issues, answer product or service questions, and provide solutions in real time.
Customer Engagement: Beyond mere call handling, agents build rapport with customers, ensuring a personalized experience that enhances satisfaction.
Documentation: They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference.
Follow-Up: Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support when necessary.
Adhering to Scripts: Following standardized scripts to ensure consistency, while also tailoring responses as needed.
Answering Inbound Calls: Promptly handling incoming calls and providing assistance to customers.
Making Outbound Calls: Proactively reaching out to potential customers, setting appointments, or following up on leads.
Providing Accurate Information: Ensuring customers receive correct details about products, services, and policies.
Resolving Complaints: Listening to customer issues and working towards a satisfactory resolution.
Documenting Interactions: Logging detailed notes in the CRM for quality assurance and follow-up purposes.
Managing Call Escalations: Recognizing when a customer’s issue requires escalation to a supervisor.
Maintaining Professionalism: Demonstrating courteous and respectful behavior at all times.
Meeting Performance Targets: Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).
Maintain In Office adherence.
Multi-tasking will be involved in the day to day operations.
Must be able to multi-task.
Speak to the user and fill out your ticket, simultaneously.