Customer Service Representative

3 days ago

Taguig, National Capital Region, Philippines Firstsource Solutions Limited Full time

Role Overview: Under the direction of the Call Center Supervisor, the Customer Service Representative (CSR) plays a critical role in addressing incoming customer calls related to reverse mortgage products and servicing matters. Serving as the primary point of contact, the CSR is responsible for routing calls to appropriate service personnel, offering general support, answering customer inquiries, and ensuring the timely completion of documentation and actions. This role requires a focus on delivering exceptional customer satisfaction through effective communication, problem-solving, and efficient service.

Key Responsibilities:

  • Customer Support: Respond promptly to incoming internal, external, and Message Center calls, adhering to established service level expectations for call handling time and calls per hour.
  • Product Knowledge: Provide accurate information and assistance regarding reverse mortgage loans by retrieving essential loan details and addressing customer queries.
  • Routing & Escalation: When necessary, direct customers to specialized servicing personnel (e.g., SPOCs) for more specific inquiries or complex issues.
  • Customer Information Verification: Accurately obtain and verify customer information to ensure proper processing of requests and inquiries.
  • Customer Relationship Building: Establish rapport with customers by actively listening to their needs and resolving complaints promptly and efficiently.
  • Follow-Up & Research: Conduct necessary research and follow up with customers in a timely manner, collaborating with other mortgage associates to gather the required information.
  • Escalation Follow-Up: Manage escalated calls to ensure thorough resolution and high customer satisfaction.

Preferred Educational Qualifications:

  • High School Diploma or equivalent

Preferred Work Experience:

  • 6 months to 1 year of customer service experience, preferably in a call center or financial services environment.

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