Borrower Care Associate

Company: Celink
Location: Austin
Posted on: January 11, 2021

Job Description:

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.Borrower Care Associates will handle between 60 - 100 incoming calls per day and are expected to answer calls routed to them within the first few rings. Associates will manually answer calls as they come into the queue. Once a call is answered, the Associate will pull up the caller's referenced loan profile in our system, verify the identity of the caller to ensure they are an authorized party on the account, read system notes from previous calls on the account, and attempt to answer questions and solve problems as applicable. Candidates should have an outgoing and positive demeanor, a motivated, energetic work ethic, and have a track record of working well with others in a team environment. Duties and responsibilities * Field incoming calls in a timely manner throughout shift. * Identify customer questions, complaints, concerns, and overall needs. * Provide sufficient answers and solutions to all customer queries. * Handle customer complaints respectfully and professionally. * Redirect customers to appropriate departments and teams when appropriate. * Follow up with callers on complaint/question status, ensure resolution. * Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction. * Meet or exceed the following key performance measurements both personally and as a team unit: * Service Level: 80 % of calls answered in 30 seconds or less; Average Speed of Answer = 30 seconds or less; and Abandonment Rate = 2% or less. * Average Handling time, while not a strict metric, is also important and should generally be an average talk time of 3-4 minutes per call as long as the quality of the call is not compromised, and the caller's needs are met. * Follow all communication procedures, policies, and guidelines during every customer interaction. * Perform duties and responsibilities with our customers' satisfaction as your number one priority.

Keywords: Celink, Austin , Borrower Care Associate, Other , Austin, Texas