Customer Care Associate responsible for order management and customer inquiries for Fluke's services in Poland. Requires teamwork with various internal departments to ensure customer satisfaction and logistics flow.
About the role
- Customer Service Specialist I handling inbound mortgage loan inquiries via phone in a hybrid work environment. Responsible for customer service and issue resolution with an emphasis on accuracy and regulation compliance.
Responsibilities
- Answer least complex incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.
- Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.
- Refer more complex or complicated calls to qualified team member.
- Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.
- Track, follow-up and complete customer call backs to ensure inquiry resolution.
- Collect payments whenever necessary and appropriate.
- Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.
- Perform other duties as assigned.
Requirements
- Required to be fully bilingual English/Spanish.
- High school diploma or equivalent work experience.
- Customer service/call center experience preferred, but not required.
- Banking, Mortgage/Loan Servicing industry experience preferred, but not required.
Benefits
- Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
- Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
- Customized training programs to help you advance your career.
- Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
- Educational Reimbursement.
- Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.
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