CUSTOMER SERVICE REPRESENTATIVE

Description

Assist borrowers through phone, email and client portal. The Customer Service Representative (“CSR”) will answer questions relating to loans program eligibility, payment history and portal functionality. The CSR will maintain a reputation for service excellence: 

Requirements

Major Responsibilities and Duties: 

• Handle incoming customer service inquiries from client customers. (90% of all calls should be answered within 20 seconds)
• Assist borrowers with website/portal access and questions. 
• Deliver exceptional service to external and internal customers. 
• Process borrower check-by-phone requests. 
• Respond to borrower correspondence & requests (regular mail, lockbox, website, emails, etc.). 
• Respond to inter-office requests for information on loans. 
• Process borrower payments when physical checks are mailed.
• Perform outreach as required by the program guidelines for collection of late payments (emails/phone calls).
• Adhere to timelines established based on the customer needs and department workflow. 
• Maintain detailed records per the program guidelines. 
• Other duties as assigned. 

Supervisory Requirements: 

• None 

Additional Expectations:

• Provide a professional example, accuracy, and consistency in work performance.
• Respect teammates.
• Participates and is an active team member by assisting others.
• Communicates in a courteous manner.
• Have a solution rather than a complaint to resolve issues promptly.
• Keep management informed of pertinent information. 
• Communicate openly and often.
• Maintains the quality and integrity of the services provided by the department.
• Supports the overall goals of the Company and that services are delivered professionally and efficiently.
• Embrace change without resistance and adapt quickly, however do provide feedback when necessary.

Minimum Qualifications: 

• High School diploma or equivalent. 
• 1-2 years call center and/or mortgage loan servicing experience a plus. 
• Excellent customer service/communication skills with an emphasis on professionalism. 
• Knowledge of MS Windows, Outlook, Word and Excel is required. 
• Strong oral skills to effectively communicate professionally with clients, borrowers, and staff of various levels. 
• Must be able to multi-task in a fast-paced environment. 
• Strong organizational and follow-up skills with the ability to prioritize. 
• Bilingual (English and Spanish) preferred. 
• Strong comfort level with technology, including ability to adapt to new systems quickly and easily. Thorough knowledge of and comfort with the Microsoft office suite applications.  

Physical Requirements

• Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Hearing - Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength - Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position. 

ADM offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required.  

ADM will consider qualified applicants in a manner consistent with local “Fair Chance” ordinances. ADM is an Equal Opportunity Employer.