02/22/2022
"Customer Care Associate"
$18-18.50/hr
M-F 10:00 am-7:00pm, (Training 8:00-5:00pm)
100% remote
***Must live in the Austin, Tx metroplex area***
Customer Service Associates will handle between 60 - 100 incoming calls per day and are expected to answer calls routed to them within the first few rings. Associates will manually answer calls as they come into the queue. Once a call is answered, the Associate will pull up the caller’s referenced loan profile in our system, verify the identity of the caller to ensure they are an authorized party on the account, read system notes from previous calls on the account, and attempt to answer questions and solve problems as applicable.
Candidates should have an outgoing and positive demeanor, a motivated, energetic work ethic, and have a track record of working well with others in a team environment.
Duties and responsibilities
· Field incoming calls in a timely manner throughout shift.
· Identify customer questions, complaints, concerns, and overall needs.
· Provide sufficient answers and solutions to all customer queries.
· Handle customer complaints respectfully and professionally.
· Redirect customers to appropriate departments and teams when appropriate.
· Follow up with callers on complaint/question status, ensure resolution.
· Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.
· Follow all communication procedures, policies, and guidelines during every customer interaction.
· Perform duties and responsibilities with our customers’ satisfaction as your number one priority.
Qualifications
Education
· High school diploma or equivalent (GED) required.
Experience
· 1 + years of customer service experience in a call center or customer service role required.
Skills and Abilities
· Able to talk on the phone and navigate a computer at the same time.
Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
· Ability to multitask (i.e., document all calls in the loan record, send emails and/or faxes to callers, perform any follow-up work promised to a caller, etc….).
· Good verbal (speak clearly) and written communication skills, including ability to appropriately express empathy and concern if a caller communicates a hardship (such as a death or illness in the family), which occurs frequently as all borrowers are age 62+.
· Verifiable good attendance and reliability.
· Ability to communicate and interact with a variety of people, both externally with customers and internally with company team members and other departments.
· Time management skills.
· Outgoing, friendly, compassionate personality.
· Spanish language proficiency is a plus.
