Mortgage Loan Call Center Representative

Solekai Systems Corp Washington , DC 20319

Posted 2 months ago

We are:

Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies for Diversity lists. You will receive competitive rewards and access to benefits programs and world-class learning resources. Join Accenture and be empowered with innovative tools, continuous learning and a global community.

Accenture Credit Services is a recognized market leader providing business process outsourcing services to consumer and commercial lending institutions around the world. We help our clients transform their operations and deliver improved customer service, efficiency, quality and profitability.

An experienced call center representative! You have exceptional customer service and problem-solving skills and you are detail-oriented. You enjoy building relationships with customers and creating customer delight. You know that companies and processes change; therefore, you adapt quickly and execute flawlessly. Self-motivated to achieve and exceed goals and demonstrate grit that will inspire others to always strive for superior results.

The work:

  • Maintain a high level of customer service with a willingness to be proactive in communication with clients, in addition to internal and external employees.

  • Ensure that customer expectations are set properly and followed through until loan closing

  • Display confidence in process knowledge and adherence to product and policy guidelines.

  • Manage customer contact while balancing the review and analytics of all customer/vendor documentation.

  • Successfully achieve individual production metrics as well as contribute to the success of all delivery center goals.

  • Leverage research, critical thinking and collaboration to deliver high quality options and solutions to clients.

  • Maintain compliance and adhere to quality standards aligned to reduce operational and credit risk.

  • Protect the privacy of clients while using multiple data sources internet, client documentation, vendor documentation and internal external systems.

  • Keep customers informed of changes relating to loan process and policy.

  • Handle escalated client situations and clearly communicate to leadership any issue concern that may require 2nd level escalation to ensure prompt research and resolution.

  • Build partnerships across the organization to ensure efficiency and achieve exceptional service delivery results.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Manager Call Center Technologies

Sirius XM

Posted 7 days ago

VIEW JOBS 5/21/2020 12:00:00 AM 2020-08-19T00:00 SiriusXM and Pandora have joined together to create the leading audio entertainment company in the U.S. Together, we are uniquely positioned to lead a new era of audio entertainment by delivering the most compelling subscription and ad-supported audio experiences to millions of listeners -- in the car, at home and on the go. Our talent, content, technology and innovation continue to be at the forefront, and we want you to be a part of it! Check out our current openings below and at Position Summary: This position will support all of the call center technology used in SiriusXM's call centers. The primary responsibility will include focus on Vendor Management for outbound dialing platform, IVR, CRM, Verizon/Genesys platform, Workforce Management, subscriber-facing Chat, NetLink and Telco routing applications. This will also include an in-depth understanding of the IVR and the routing strategy for 26 vendors and up to 7,500 inbound agents to ensure proper call routing and agent efficiency. Duties and Responsibilities: * IT Vendor Management to include management of KPI's, development teams, and overall governance. * Responsible for the Operational support of SXM's complex Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Speech-Recognition, Desktop Screen-Pop / Soft-Phone applications, Workforce Management, technology for subscriber-facing Chat, plus real-time and historical reporting systems. * Responsible for maintenance, releases, and upgrades to all call center technology and support tools (e.g. scripts), reports, etc. * Works with IT Operations as part of a bigger team with SXM's application owners, which will include RightNow and Pega Technologies Engineers, Data Modeling Engineers, Aspect Developers, Business Process Analysts and Managers, Marketing personnel, Systems Integration personnel, Project Managers, Vendor partners, etc. * Manage program and project portfolio for assigned vendors and projects, including determining scope of work, prioritization and use repeatable methodology and processes * Responsible for providing assistance to the Listener Care Command Center. * Responsible for maintaining the Continuous Process and Operational Improvements into various systems at SXM through actions such as working on support KPI's, SLA's and metrics reporting (such as creating methodologies, templates, and process improvements) * Assists with the Operational Support of Listener Care Technical Operations * Working as an effective team member to complete project components and assignment tasks, and other duties as assigned. Supervisory Responsibilities: * There are no supervisory responsibilities associated with this job Minimum Qualifications: * BS/BA Degree and/or equivalent combination of education and experience * Minimum of 5 years' experience Mission Critical Operations in a Globally Distributed environment, managing a 24/7/365 technical operations group in a large, complex application environment supporting a high volume * Experience should include Supporting Call Center Operations in the following: * CRM Software (i.e. Pega, Oracle, Salesforce, etc…) * Agent Desktop * Software Development Life Cycle * IVR Technologies * Call Routing * Agent Efficiency and Call Outcome Reporting * Requires on-call responsibilities on a monthly rotation schedule Requirements and General Skills: * Good public speaking and presentation skills * Interpersonal skills and ability to interact and work with staff at all levels * Conveys a sense of urgency and drives issues to closure, follows through on and meets commitments * Excellent written and oral communication skills * Ability to work independently and in a team environment * Ability to pay attention to details and be organized * Ability to project a professional image over the phone and in person * Commitment to "internal client" and customer service principles * Ability to handle multiple tasks in a fast paced environment * Willingness to take initiative and to follow through on projects * Must have legal right to work in the United States Technical Skills: * Knowledge of SDLC methodologies * Configuration Management experience * Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint) Our goal at SiriusXM+Pandora is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM+Pandora is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws. The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice. Sirius XM Washington DC

Mortgage Loan Call Center Representative

Solekai Systems Corp