What are the responsibilities and job description for the Bilingual Call Center Representative position at Celink?
- Respond efficiently and accurately to borrowers or their representative, explaining possible solutions, and ensuring that caller feels supported and valued
- Handle anywhere from 25-100 calls per day based on call volume and call campaign assignment
- May be assigned to manual outbound calls, inbound calls or blended inbound/outbound calls for active and defaulted accounts.
- Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service
- De-escalate situations involving dissatisfied borrowers or their representatives, offering patient assistance and support, escalate issues promptly and with the appropriate sense of urgency when necessary
- Work collaboratively with team members and call center management to contribute to department goals and maintain service level objectives.
- Maintain strict confidentiality of customer information and interactions.
- Become knowledgeable in all areas of the call center with high focus to resolve defaults and prevent foreclosure
- Adhere to all established company policies and procedures
Qualifications
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Education
- High school education or equivalent required.
Experience/Training
- Minimum one years’ experience in a call center or similar quality driven customer service environment
- Soft collection experience preferred
- Familiarity with FDCPA, TCPA, CFPB, and Consumer Privacy Laws
Professional Certification/License
N/A
Skills and Abilities
- Learn and become familiar with operating systems including Genesys call center software and Celink’s proprietary servicing platform.
- Exceptional customer service, active listening, and verbal and written communication skills, and professional phone voice
- Understanding of company products, services, and policies
- Proficiency with computers, especially with CRM software, and strong typing skills
- Ability to ask prying questions and diffuse tense situations
- Strong time management and decision-making skills
- Adaptability and accountability
- Ability to learn and adapt to a changing environment quickly
- Able to work independently and as part of a team
- Ability and willingness to take ownership of issues and apply the appropriate sense of urgency
- Ability to effectively communicate feedback and present observations, trends and recommendations to peers and management staff
- Friendly and respectful
Working Conditions
Work is performed in a professional office environment with no unusual hazards. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Requirements
While performing the duties of this job, the employee is regularly required to listen to recorded phone calls. The employee is required to sit for extended periods of time.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EEO Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
