Customer Service Representative

Responsible for providing customer service support to Finance of America Reverse (FAR) by building relationships with borrowers over the phone to assist in general inquiries, basic product knowledge, and a warm handoff to the sales department who can provide solutions based on their needs.

EXPECTATIONS

• Provides an excellent standard of service and ensures customer satisfaction.

• Handles both inbound and outbound customer service and sales-related calls.

• Identifies appropriate solutions for various customer inquiries.

• Escalates inquiries and requests for action to the manager or the applicable department for immediate action as appropriate.

• Uses designated scripts on calls, uses job knowledge and critical thinking skills beyond standard scripts or procedures to provide solutions.

• Assesses customer needs to recommend suitable products and services.

• Maintains up-to-date product knowledge to assist with customer questions and to overcome any objections.

• Accurately enters or modifies customer information into the company's systems.

• Meets or exceeds the levels of Customer Service delivery established by the Company.

• Performs other duties and responsibilities as assigned.

Qualifications

QUALIFICATIONS - EDUCATION - REQUIRED

• High School Diploma

QUALIFICATIONS - EXPERIENCE/SKILLS/COMPETENCIES

• Minimum 1 year of experience in a fast-paced contact center environment, sales and/or equivalent experience.

• Highly proficient with Microsoft Word, Excel, PowerPoint, and Outlook.

• Excellent written communication and interpersonal skills.

• Ability and willingness to work from home and perform job duties without distraction, whether with colleagues or customers, in a manner that reflects the Company's expected standards regarding professionalism.

• Problem solver, likes challenges, goal oriented, self-motivated, determined, and self-confident.

• Demonstrated computer proficiency.

• Sound judgment and decision-making ability.

• Self-motivated and excellent customer service skills.

• Strong willingness and capacity to learn company processes.

• Ability to work in a fast-paced environment under time constraints.

• Ethical, with a commitment to company values.

Compensation

For this position, the range for base salary plus bonus is $40,000 - $50,000, inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate's work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information

The estimated fill date for this role is 4/22/24.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Finance of America Reverse is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.