Customer Service Representative (Level II)

• Call Topics: 100% inbound calls 
• First level support, common questions are in regards to pay-off on loans, copy of statements, payment, insurance on property, escrow, etc. 
• Assists customers with questions or issues regarding their accounts received via phone and/or correspondence. 
• Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures. 
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• May research issues or transfer to a research function. 
• May involve cross selling or up selling of other financial products. 
• Handles customer calls with somewhat more complexity. 

Job Requirements:

• Call Center/Customer Service assessment score with 80% MINIMUM is required for all submittals. 
• Typing test score should be at least 30 wpm. No exceptions.

• Generally has more than 1 year of experience.
• Must have good communication and problem-solving skills. 
• Requires advanced knowledge of the organization, products and/or services.
• MUST have call center experience 
• MUST have sales/up-selling experience 
• Mortgage experience is desired

• Good job stability.
• CSR/Call Center experience.
• Mortgage is a plus.