Customer Service Representative Job at Insight Global, Albuquerque, NM

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  • Insight Global
  • Albuquerque, NM

Job Description

Location: On-site in Albuquerque, NM

Schedule: Shift between 8am – 8:05pm EST, M-F

Salary : $23.33/hr

Interview Process : 1 In-Person interview

Job Responsibilities:

  • Respond to inbound calls, emails, live chat and voice mails.
  • Possess knowledge of the mortgage origination process to be able to identify, understand and categorize the caller’s request, so that accurate and complete information is provided in response.
  • Utilize a web-based knowledge database to answer policy questions and general questions from the lending industry on FHA mortgage programs.
  • Utilize the FHA Connection help guide (web-based application) and the knowledge database to trouble shoot issues with the FHA Connection system.
  • Utilize other HUD, web-based systems (i.e. SAMS and SFISnet) to assist appropriate callers.
  • Enter accurate and detailed information in a Customer Relationship Management application summarizing caller contact data, data about the nature of the request and whether or not a referral was provided.
  • Warm transfer calls that cannot be resolved to the applicable Homeownership Center (HOC).
  • Handle back-up calls from the general public.
  • Perform miscellaneous job-related duties as assigned.

Minimum CSR experience requirements:

  • High School diploma or GED.
  • At least 2 years mortgage servicing experience (i.e. loan servicing specialist, loss mitigation specialist) plus an additional year of customer service or contact center experience.

Knowledge, Skills, and Abilities Required:

  • Knowledge of FHA home mortgage programs and mortgage finance terminology.
  • Strong interpersonal skills and customer service skills.
  • Ability to effectively navigate a computer Customer Relationship Management application, related websites and support tools.
  • Effective written and verbal communication skills.
  • Ability to analyze and solve problems.
  • Ability to manage time effectively.

Job Tags

Shift work,

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