What are the responsibilities and job description for the BAR position at Celink Compu-Link Corporation (Celink)?
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Job Purpose/Summary
The Borrower Assistant Representative is responsible for assisting customers and their designated agent with questions regarding their defaulted reverse mortgage accounts. Knowledge in soft collections is a must. Call center representatives are graded each month using a scorecard to assess soft skills, technical skills and reverse mortgage knowledge.
Duties and responsibilities
- Learn and become familiar with operating systems including MiCollab call center software and Celink’s proprietary servicing platform.
- Handle anywhere from 50 – 100 calls per day based on call volume.
- Maintain acceptable levels of service both in productivity and quality
- Maintain an impeccable attendance record.
- Work collaboratively with team members and call center management to contribute to department goals and maintain service level objectives.
- Escalate red flags promptly and with the appropriate sense of urgency
- Maintain strict confidentiality of customer information and interactions.
- Adhere to all established company policies and procedures
Qualifications
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Education
- High school education or equivalent required.
Experience/Training
- Minimum two years’ experience in a call center or similar quality driven customer service environment
- Familiarity with FDCPA, TCPA, CFPB, and Consumer Privacy Laws
Professional Certification/License
N/A
Skills and Abilities
- Must be passionate about providing the highest quality customer care
- Must be computer literate and comfortable navigating MS Office, call center software and proprietary loan servicing applications
- Able to quickly learn and adapt to a changing environment
- Able to work independently and as part of a team
- Ability and willingness to take ownership of issues and apply the appropriate sense of urgency
- Ability to effectively communicate feedback and present observations trends and recommendations to peers and management staff
Working Conditions
Work is performed in a professional office environment with no unusual hazards. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Requirements
While performing the duties of this job, the employee is regularly required to listen to recorded phone calls. The employee is required to sit for extended periods of time.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.