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Customer Service Representative - Direct

POSITION
Summary:
The Customer Service Representative - Direct supports Stonegate Mortgage Corporation's customers and employees by providing superior customer service, presenting a professional image, and maintaining excellent communication with all Stonegate Mortgage customers and/or offices.
Duties include providing an exceptional experience for all customers; administrative support for management level personnel; answering and directing phone calls, and identification of customer objectives.
ESSENTIAL FUNCTIONS AND Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL FUNCTIONS Call potential clients and verify information provided through various lead sources via inbound and outbound.
Identify customer's objective.
Follow and deliver scripted pitch to the borrowers for the purpose of providing transfers to senior agents.
Exceed all Daily, Weekly and Monthly sales targets as set forth by management.
Maintain quality customer service at all times by following all set forth company protocols.
Assist with administrative functions in a timely manner.
Articulate services provided by Stonegate Direct to customers (internal and external).
Provide pertinent feedback/information to supervisors upon request.
Perform other duties as assigned.
OTHER FUNCTIONS Desire to take personal responsibility to complete tasks and solve problems.
Ability to perform tasks and complete projects with minimal supervision.
Represent Stonegate Mortgage Corporation in a professional manner by dressing professionally daily while in the office or when attending events.
Practice Stonegate Mortgage Corporation Core Values:
We are accountable for results and we deliver.
We act with integrity and show respect.
We are passionate about our business.
We are accessible.
We adapt to and create change in pursuit of our success.
EDUCATION AND/OR EXPERIENCE To perform this job successfully, an individual must have the following education and/or
Experience:
High School diploma required; some college preferred.
Relevant work experience in sales.
Two years' Customer Service experience.
Previous telemarketing in a Call Center.
Mortgage industry and/or Financial Services experience is a plus.
Bilingualism a plus.
KNOWLEDGE, SKILLS, AND ABILITIES The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Proficiency in relevant computer applications and data entry.
Ability to build rapport quickly to convert inquiries into lead transfers to Senior Agents.
Ability to handle high volume of phone calls.
Strong negotiation skills.
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.
Ability to perform tasks and complete projects with minimal supervision.
Desire to have a basic understanding of the mortgage process/industry.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to stand and sit for periods of time and to move intermittently throughout the workday.
Strong speaking and listening skills.
Ability to interact with others, both in person and through phone, e-mail, and written correspondence.
Ability to perform focused work with close attention to detail.
OTHER REQUIREMENTS Employees are expected to carry out all reasonable requests by managers/supervisors, which the employee is capable of performing.
Maintain equipment and supplies to avoid waste, damage to areas and equipment, and to prevent accidents.
Maintain confidentiality of employee and company information.
Employees must record all hours worked accurately and honestly in Stonegate Mortgage's timekeeping system.
This job description is designed to provide guidelines and direction for accomplishing company, departmental, and individual goals and objectives.
It covers the essential responsibilities and activities involved in the effective execution of this position.
It is not meant to be all-encompassing or all-inclusive.
All job duties and responsibilities must be performed within the guidelines of the Stonegate Mortgage Corporation Employee Handbook as well as established policies and procedures.


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