Position Title
Contact Center Representative - Direct Lending Support-2
Location
Troy, MI 48098
Job Summary
The Contact Center Representative ("CCR") will be responsible for making outbound calls to targeted lending customers, and answering inbound telephone calls from lending customers regarding a new mortgage or questions and issues on their current loans (e.g. payment information, online support, payment options, document questions). This position will be primarily responsible for making warm and cold outbound calls to customers and potential customers on lead lists relative to current direct lending sales campaigns. Through the course of these conversations, the CCR will transfer the call to the appropriate department to assist them and also create detailed documentation to ensure inquiries are handled in an accurate and timely manner.
Job Responsibilities:
Sales
Provide customers with information and education 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
Transfer customers to licensed loan officers to answer questions and overcome customer objections in order to close sales opportunities
Amount of time spent in Sales, Customer Service and Operations/Training will be variable based on day to day business needs
Customer Service
Handle general customer inquiries and transfer to the appropriate area for resolution
Use problem solving skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers
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
Meet and exceed customer satisfaction expectations
Operations/Training
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 new hire as well as required soft skills and additional call type training classes
Complete all required eLearning classes
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
Perform additional responsibilities as assigned by management
Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
Job Requirements:
High School Diploma, GED or Foreign Equivalent Required
1 year customer service, mortgage industry, or call center experience
Mortgage experience preferred
Sales experience preferred
Excellent verbal and written communication skills, as well as strong listening skills.
Must have good telephone technique with well-developed customer service skills.
Exceptional analytical and problem solving skills and 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.
Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
Flagstar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, or national origin.
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities
Please see job description for required skills.
