Electronic T'Mktg Sourcing Rep

Electronic Telemarketing Sourcing Representative
Essential Job Function:
The position of the Electronic Telemarketing Sourcing Representative (eTSR) will provide the initial point of contact for all consumer direct Internet traffic. Through outbound telemarketing, the primary role is to transform an Internet suspect lead into a prospective customer, which is then converted into a sale by an Account Executive. The eTSR will need to be well versed in the mortgage industry, CHL corporate specific data, Countrywide Home Loans (CHL) loan product and pricing information, sales skills and CHL's web site. The eTSR will communicate with the potential customer, both portfolio and external, through various methods and applications, including e-mail, live chat and the telephone, but not excluding, voice over IP and web collaboration among others. As new mediums for communication evolve, the eTSR will change as well in order to maintain the group as the point of contact for all Internet traffic. Secondary functions include the job tasks of a TSR when necessary.
Responsibilities:
Make outbound manual phone calls to Internet initiated leads and transform into a valid lead prospect.
Utilize an automated e-mail response application to respond to Internet based marketing leads.
Hold live Internet chat sessions with customers to provide information, answer questions, and transfer them to a Countrywide Account Executive.
Attend product and skill based training sessions.
Preferred Skills/Education:
College degree preferred.
Excellent verbal, written and negotiation skills with special emphasis on spelling, grammar and syntax in the written discipline.
Knowledge of Conventional, VA, FHA and Home Equity loan products a plus.
Knowledge of e-mail systems and their functions.
Ability to quickly navigate an Internet site to find pertinent data.
Multitask between various activities on the Internet, internal Countrywide systems, and the telephone.
Minimum of 20 WPM.
Knowledge of PC applications, such as Excel and Microsoft Word a plus.
Knowledge of basic loan underwriting practices and Countrywide loan underwriting guidelines a plus.
Knowledge of RESPA, TCPA, TILA, ECOA, HMDA, FCRA, privacy laws, Fair Lending practices and mortgage law generally, as well as investor and FHA and VA guidelines a plus.
Strong customer service skills required.
Demonstrated sales ability and presentation skills.
Keen attention to detail is a must.
Minimum 1-2 years experience in a sales capacity preferably in a banking or finance environment.
Prior telemarketing experience a plus.

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