Job Description

JOB DESCRIPTION

GENERAL DESCRIPTION:

Representative will answer complex customer inquiries within an inbound ACD Call Center environment on behalf of both DMI and Private Label clientele.

RESPONSIBILITIES - INCLUDE, BUT ARE NOT LIMITED TO:

• Maintain 80% availability to answer inbound ACD telephone calls daily
• Answer complex customer inquiries concerning all aspects of loan servicing
• Task each department with the appropriate research requests or inquiries that cannot be handled by telephone
• Present a positive and professional demeanor at all times
• Serve in a public relations capacity when dealing with both internal and external customers
• Communicate and support total quality initiatives throughout the organization
• Represent "Private Label" clients by using their organization name correctly while interacting with their customer base
• Maintain knowledge base of current practices, procedures, and policies for each department within loan servicing
• Maintain knowledge base of current practices, procedures, and policies for each Private Label client
• Explore ideas for improved workflow and automation enhancements
• Mentor new call center associates
• Performs all other responsibilities and duties deemed necessary

REQUIRED QUALIFICATIONS:

• 2 years + call center or retail customer service
• Strong communication skills, time management skills, organizational talent, and a professional demeanor
• Hours: 8am-5pm or 9am-6pm, one 1pm-10pm shift required one day a week.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• The employee is regularly required to communicate (give/receive information) through multiple methods of communication.. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.
• In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.

Job Type: Full-time

Salary: $17.00 to $18.00 /hour

Hours : 10am – 7pm

Company Description

Dovenmuehle Mortgage, Inc. provides a complete, private label mortgage subservicing program for commercial banks, thrift institutions, credit unions, mortgage bankers, and state and other housing finance agencies.