Commercial CSR

Fay Servicing Farmers Branch , TX 75234

Posted 3 months ago

Position Summary:

The Commercial Customer Service Representative is responsible for working with borrowers to answer questions, identify solutions, and successfully assist these customers in maintaining a positive payment history.


  • Knowledge of basic computer operations

  • Proficient in Microsoft Outlook, Word and Excel

  • Strong multi-tasking, self-management / self-motivating skills

  • Willingness to rotate shifts, if needed

  • Ability to learn quickly

  • Courteous, with strong customer service orientation

  • Dependable, attentive to detail

  • Good listening skills

  • Adaptive to change

  • Problem solving skills

Qualifications Required:

  • Commercial servicing/loss mitigation experience a plus but not a required.

  • Mortgage servicing/loss mitigation experience a plus but not required.

  • Requires a minimum of a high school diploma or its equivalent

  • Minimum 1 year of call center experience preferred

  • College degree preferred

Essential Functions &

  • Answering telephonic customer inquiries

  • Greet customers in a courteous, friendly, and professional manner using prescribed procedures and scripts

  • Research and resolve inquiries to ensure customer satisfaction

  • Listen attentively to customer needs and concerns; demonstrate empathy

  • Clarify customer requests; probe for and confirm understanding of inquiries

  • As often as possible, meet customer requirements through first contact resolution

  • Confirm customer understanding of the solution and provide additional customer education as needed

  • Communicate effectively with individuals and teams to ensure high quality and timely expedition of customer requests Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

  • Participate in activities designed to improve customer satisfaction and business performance

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