Customer Service Tele Rep I

Customer Service Tele Rep I
US-AZ-Tempe

Did you know that Countrywide Financial is now ranked America's #1 home loan lender.* We're also ranked 122nd among America's largest companies in the Fortune 500**. Consider joining our best-.in-class team that made this possible.



*As ranked for 2005 by Inside Mortgage Finance (Jan. 27, 2006) © 2006

**Fortune, April 2006



Customer Service Tele Rep I
Essential Job Function:
Respond to mortgagor's/3rd party's telephone inquires regarding real estate loans with Countrywide Home Loans in an accurate and timely manner for high volume call center. Ability to accurately apply loan administration knowledge (taxes, collections, foreclosures, insurance, assumptions, special loans, payoffs, payment processing and investor guidelines to internal/external customers. Must have strong communication skills.

Responsibilities:
Receive, respond to and process customers' telephone inquires on real estate loans in high volume call center by maintaining department's First Time Right quality and productivity standards. Perform other work-related duties as assigned, which may include but is not limited to email and correspondence from customers.

First Time Right quality includes following a three-step process for handling calls:
1. Identify the customer's issue
2. Provide a solution
3. Cross refer products and services.
Additional quality measurements include: repeat calls, transfers, errors and Listening In Quality. Productivity standard is to process an average daily call volume of 75 calls.
Telemarketing and outbound dialing campaigns as developed by the department.
Set follow-ups as needed to resolve the customer's request, escalating ongoing issues to Team Leader, maintain timeline, and autolog calls.

Requirements:
A high school diploma, GED or equivalent.
1 year of customer service experience.
Mortgage banking knowledge is not necessary.
PC Proficiency (Word, Excel)
Excellent communication skills.
Ability to type (30wpm).

Please see Job Description