Customer Care Specialist (Bilingual preferred)

Description

Walking into the Servbank office you instantly feel the energy of our team. The bright and colorful space creates a casual happy environment. The connection you feel from the smiling faces and team comradery will make you feel right at home.

This Customer Service role provides:

• 3 weeks of vacation your first year
• PLUS sick pay
• health benefits that kick in within 30 days
• PLUS our internal promotion process within 6 months provides room to GROW

About Servbank:

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank. 

What you will do

• Answer all borrower calls and verify account information provided through servicing system
• Validation in compliance with all data privacy regulations
• Identify borrower’s request/inquiry through effective listening skills
• Follow and deliver scripted campaigns to the borrowers for determining proper transfer workflow to appropriate departments
• Exceed all Daily, Weekly and Monthly call performance targets/metrics (e.g. answer time, abandon rate) as set forth by management
• Maintain quality customer service at all times by following all company established protocols Articulate service options and resolutions to TMS borrowers and service providers (e.g. brokers/correspondents)
• Provide pertinent feedback/information to supervisors upon request
• Perform other duties as assigned

Requirements

Requirements

• Required to perform each essential duty satisfactorily
• Customer Service experience in a customer call center is preferred
• Mortgage industry and/or Financial Services experience is a plus
• Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution
• Ability to handle high volume of phone calls
• Ability to multitask and effectively manage time
• Ability to communicate effectively – both in written and verbal form.
• Desire to take personal responsibility to complete tasks and solve problems.

Required Computer and Software Competencies:

• Proficient in Microsoft Office Suite - Word, Excel, PowerPoint, Outlook
• Working knowledge of Windows 10 and Internet Explorer

Education High School diploma required; some college preferred

EEO Statement: We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.