SUMMARY Provides financial counseling to individuals in debt by performing the following duties.
PRIMARY RESPONSIBILITIES 1.Utilize computer servicing applications to answer customer questions regarding their mortgage. 2.Respond to telephone inquires in a prompt, accurate, professional and courteous manner following standard scripts and adhering to company policies and procedures. 3.Use effective listening skills to gather information from the caller to identify customer’s needs and determine appropriate actions for resolution. 4.Ability to handle both inbound and outbound calls. 5.Work email queue to correspond with customers in a professional manner utilizing company sanctioned scripting to resolve customer inquires via email. 6.Miscellaneous project responsibilities to be determined. 7.Ability to effectively utilize all communication tools in Contact Center; US Mail, email and telephone.
KNOWLEDGE & SKILL REQUIREMENTS 1.HS Diploma 2.Basic Computer and telephone skills 3.Strong Interpersonal and customer service skills 4.Excellent verbal and written communication skills 5.Customer Service experience 6.Call Center experience 7.Mortgage Experience 8.Fidelity Knowledge 9.Call Center experience preferred but not required.
COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies : 1.Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. 2.Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. 3.Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. 4.Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. 5.Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results. 6.Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results. 7.Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values. 8.Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION/EXPERIENCE High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
LANGUAGE ABILITY Ability to read and comprehend simple instructions, short correspondence, and memos.Ability to write simple correspondence.Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATH ABILITY Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
COMPUTER SKILLS To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software and Internet software.
CERTIFICATES & LICENSES No certifications needed
SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to walk.
It is NOT ok to contact this poster with commercial interests.
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