Customer Service

JOB DESCRIPTION

Snelling is looking for Excellent Customer Service Representatives to join the banking/mortgage industry.
The responsibilities of this position include: handling customer inquiries made via telephone, email, live chat or other electronic means. By using job knowledge and the information available, this position will make every effort to answer customer questions via first call resolution. This position will educate customers about the company’s products and services and up-sell and cross-sell other products based on the customer needs.

$16 – $17 based on experience

Responsibilities of the Customer Service Representative:

  • Handle all customer interactions in a professional and courteous manner.
  • Provide accurate information to all customers, including explanation of products and policies.
  • Work with third party vendors to obtain necessary documents for the loan file.
  • Take every step possible to answer the client’s question or solve the problem during the call, without transferring the client to another employee or department. When follow-up is required, doing so within the timeframe committed to the client (same day/< 24 hour service level commitment).
  • Accurately enters or confirms client information into bank systems; initiates and/or completes proper request forms in assisting clients.
  • Educates the client about Bank products and services and up-sells and cross-sells other products based on the client’s needs.
  • Maintain a working knowledge of all products that the company offers and the necessary documents required for each program.
  • Meet established standards and guidelines with regard to compliance, job knowledge, quality, attendance, efficiency, initiative, customer service, and overall performance.
  • Maintain customer confidence by providing ongoing quality service and keeping all files and information confidential.

Requirementsof the Customer Service Representative:

  • High school diploma or equivalent.
  • At least one year of customer service experience in an office environment
  • Proven organizational skills and demonstrated ability to prioritize and multitask
  • Demonstrated ability to resolve complicated issues as they arise
  • Proficient computer skills (i.e., Microsoft Word, Excel, Outlook, any other mortgage software, etc.).
  • Professional demeanor and interaction with all customers (internal and external).
  • Effective interpersonal and communications (written and verbal) skills.
  • Ability to work effectively in a team-oriented environment as well as independently.
  • Must be a self-starter with the ability to work with minimal supervision while obtaining satisfactory results.
  • Ability to pay attention to detail while handling a high volume of work with multiple interruptions.
  • Ability to communicate effectively with supervisors, co-workers and customers, work independently and is self-motivated.
  • Effective project management skills and the ability to proactively problem-solve.

Apply now for immediate consideration!

LOCATION

Grand Rapids, Michigan 49512

PAY

$16.00