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View Full Version : Mortgage CSR III w/Met Life
Helena1
10-15-2010, 05:20 AM
Mortgage CSR III w/Met Life
Search for Job ID 56603 or Job Title
Careers at MetLife (http://www.metlife.com/Careers/index.html)
Job Title:
Mortgage CSR III
Job ID:
56603
New York
Location:
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Job Location
Work from home
Virtual Location?
Yes
Job Category
Mortgage/Real Estate
Business Category
MetLife Bank
Education Required
High School Diploma/GED
Experience Required
One to Three Years
Salary Grade
27
Number of Openings
1
Job Description
Responsible for providing world-class service to our customers in an accurate, efficient, and professional manner. Document all calls in the customer service workstation and evaluate each account to determine if further research is necessary. Once the determination is complete, the Customer Relations Specialist is responsible for tasking the research to the appropriate department for resolution of the issue. Required to meet productivity standards as set forth by the management team; and identify and report trends in call drivers to management.
1. Answer incoming calls, listen intently to the customer, identify their needs and respond professionally and accurately based on defined policies and procedures, which include mortgage servicing guidelines as well as Quality First. Update Customer Relations workstation with appropriate comment code.
2. Determine if research to resolve customer’s issue(s) is required and set up appropriate task(s) to the proper department(s) for resolution of the issue(s).
3. Achieve service quality standards as identified by management.
4. Identify reason for customer’s inquiry and report trends in call drivers to management. Work with the management team to develop and implement process improvement strategies.
5. Participate in the training and mentoring of new employees. Provide additional support to other representatives for escalated issues and act as a resource for procedural questions.
Job Requirements
High-School Diploma or equivalency is the minimum education requirement
Ability and willingness to work as needed (e.g., work early, work overtime, etc)
Ability to work in coordination or cooperation with others (i.e., work as part of a team).
Ability to read, interpret, and retain a wide variety of information.
Ability to solve problems by asking probing questions.
Ability to communicate clearly and concisely, both verbally and written.
Ability and willingness to orally communicate or explain problems, issues, procedures, or instructions,
Ability to handle high volume call demand.
Ability to handle difficult customer situations.
Advanced knowledge of PC and Windows software.
Ability to key a minimum of 30 wpm.
Ability to multi-task.
Advanced knowledge of the mortgage banking industry including investor guidelines.
Excellent interactive skills.
Ability to instill confidence in others.
Equal Employment Opportunity
MetLife is proud to be an equal opportunity/affirmative action employer. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.
How To Apply
For immediate consideration, click on the Apply Now button below. You will be directed to complete an on-line profile which may take 15 – 20 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.
Search for Job ID 56603 or Job Title
Careers at MetLife (http://www.metlife.com/Careers/index.html)
Job Title:
Mortgage CSR III
Job ID:
56603
New York
Location:
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Job Location
Work from home
Virtual Location?
Yes
Job Category
Mortgage/Real Estate
Business Category
MetLife Bank
Education Required
High School Diploma/GED
Experience Required
One to Three Years
Salary Grade
27
Number of Openings
1
Job Description
Responsible for providing world-class service to our customers in an accurate, efficient, and professional manner. Document all calls in the customer service workstation and evaluate each account to determine if further research is necessary. Once the determination is complete, the Customer Relations Specialist is responsible for tasking the research to the appropriate department for resolution of the issue. Required to meet productivity standards as set forth by the management team; and identify and report trends in call drivers to management.
1. Answer incoming calls, listen intently to the customer, identify their needs and respond professionally and accurately based on defined policies and procedures, which include mortgage servicing guidelines as well as Quality First. Update Customer Relations workstation with appropriate comment code.
2. Determine if research to resolve customer’s issue(s) is required and set up appropriate task(s) to the proper department(s) for resolution of the issue(s).
3. Achieve service quality standards as identified by management.
4. Identify reason for customer’s inquiry and report trends in call drivers to management. Work with the management team to develop and implement process improvement strategies.
5. Participate in the training and mentoring of new employees. Provide additional support to other representatives for escalated issues and act as a resource for procedural questions.
Job Requirements
High-School Diploma or equivalency is the minimum education requirement
Ability and willingness to work as needed (e.g., work early, work overtime, etc)
Ability to work in coordination or cooperation with others (i.e., work as part of a team).
Ability to read, interpret, and retain a wide variety of information.
Ability to solve problems by asking probing questions.
Ability to communicate clearly and concisely, both verbally and written.
Ability and willingness to orally communicate or explain problems, issues, procedures, or instructions,
Ability to handle high volume call demand.
Ability to handle difficult customer situations.
Advanced knowledge of PC and Windows software.
Ability to key a minimum of 30 wpm.
Ability to multi-task.
Advanced knowledge of the mortgage banking industry including investor guidelines.
Excellent interactive skills.
Ability to instill confidence in others.
Equal Employment Opportunity
MetLife is proud to be an equal opportunity/affirmative action employer. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.
How To Apply
For immediate consideration, click on the Apply Now button below. You will be directed to complete an on-line profile which may take 15 – 20 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.
