Job Title: Sr. Email Chat/Contact Center Representative - Servicing
Job Summary
The Email/Chat Customer Service Representative CSR will be responsible for responding to inbound emails, online chats and social media inquiries from lending customers regarding questions and issues on their loans (e.g. payment information, online support, payment options, document questions). Through the course of these conversations, the Email/Chat CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services.
Job Responsibilities:
* Handle all Mortgage call types, such as Escrow, Payoff, PMI, Heloc, Consumer, Tax, 1098, 1099, Construction, upon completion of additional call type training
* Use problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers
* Perform and explain interest and product-related calculations
* Escalate issues to management and/or second levels appropriately
* Document case details in a thorough, accurate manner
* Capture complaint and Voice of the Customer feedback
* Document and perform customer account maintenance
* Perform customer call backs to advise of issue resolution
* Meet and exceed customer satisfaction expectations
* Provide customers with information about basic products and services to generate additional revenue and/or increase Flagstar's value proposition to customer
* Create sales referrals that include detailed prospect and product information
* Answer questions and overcome customer objections in order to close sales opportunities
* Maintain familiarity with systems and applications in order to research inquiries
* Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
* Complete all required soft skills and/or call center-related classes
* Complete all required eLearning classes
* Complete second level rotations to develop knowledge of sales process and operations
* Actively participate in monthly performance meetings; meet or exceed all performance metrics
* Recognize and communicate the need for potential additions and/or modifications to current policies and procedures
* Provide leadership to others through side-by-side coaching of new hires and existing agents on calls
* Perform additional responsibilities as assigned by management
* Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
Job Requirements:
* HS Diploma, GED or Foreign Equivalent
* 1+ year experience in mortgage industry
* 2+ years customer service experience
* Prior knowledge of call center operations preferred
* Sales experience preferred
* Must have excellent verbal and written communication skills; demonstrated proficiency in grammar and typing.
* Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs
* Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
* Demonstrated ability to look for ways to improve and promote quality.
* Ability and willingness to work in a team environment.
* Must be action-oriented with a great sense of customer focus.
* Ability and willingness to work the varying shifts including evenings and weekends.
