Customer Service Representative-Mortgage

Our Profile:

Kroll Factual Data is an Equal Employment Opportunity/Affirmative Action Employer and provides reasonable accommodations during the job application process for qualified individuals with disabilities.

Job Role: Customer Service Representative

Location: Mortgage

Job ID: 05598

Category: Customer Service

Location: United States-Colorado-Loveland

Organization: Kroll Factual Data

Schedule: Full-time

Education: High school diploma or equivalent.

Description:

Maintains good working relationships and cooperates actively with superiors, other company and outside associates to ensure that the objectives of the company are met.

Job Description:

Receives and responds to Tier I phone inquiries within established guidelines.  Assists with general client inquiries resolving and/or escalating for corrective action.  Have a thorough knowledge and understanding of the Fair Credit Reporting Act and all applicable federal and state laws.

Responsibilities:

• Assist callers on Tier I incoming ACD calls. Taking an average of 112 calls a day or as determined by volume.
• Maintain 4 minutes per ACD call.
• Escalate calls to a Tier II when resolution is not found.
• Maintain 85% resolution within first 4 minutes of ACD call.
• Maintain good working relationship with all clients.
• Maintain a call log on all incoming calls within designated system.
• Ensure confidentiality of all credit information
• Maintain and foster positive attitude with clients and other staff members through excellent phone, interpersonal communication and customer service skills.  

Skills:

• Excellent computer skills preferably in a Windows environment.
• Excellent communication skills both verbal and written.
• Ability to handle multiple priorities at one time.
• Ability to make decisions with little guidance.
• Ability to work in a team environment.
• Ability to learn quickly in order to work efficiently and meet deadlines.

Experience:

• 1 year experience in a general clerical position.
• 1 year customer service responsibilities.

Note: This job description is to be used as a guide for accomplishing company and department objectives and is not intended, and should not be construed to be an all inclusive list of responsibilities, skills, efforts or working condition associated with a job. Management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

Click here to apply.

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