Spherion Staffing Ocala is hiring for Customer Experience Specialists to assist in a Servicing Department! We are looking to bring on a friendly, self-motivated, team players who seek the opportunity to grow and learn. Qualified candidates will be responsible for overall customer experience for the Servicing division along with general servicing duties. This includes communication with our borrowers, loan officers, affiliated brokers, real-estate
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agents and any other business relationship parties. This position is primarily customer relations in a call center environment along with office admin/clerical duties. Qualified candidates must be able to work 8 hour shifts between 9:00A to 7:00P Monday to Friday. This is a temp to perm opportunity starting between $15-$17/hour.
Responsibilities:
- Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience
- Exceed all Daily, Weekly and Monthly call performance targets/metrics (e.g. answer time, abandon rate) as set forth by management
- Inbound calls along with Outbound welcome and payment reminder calls
- Answer all borrower calls and verify account information provided through servicing system validation in compliance with all data privacy regulations
- Accurately responds and educates borrowers on inbound service inquiries
- Identify borrowers request/inquiry through effective listening skills
- Maintains borrower records and updates customer account information
- Follow and deliver scripted campaigns to the borrowers for determining proper transfer workflow to appropriate departments
- Maintain quality customer service at all times by following all company established protocols
- Articulate service options and resolutions to borrowers and service providers (e.g.correspondents)
- Provide pertinent feedback/information to supervisors upon request
- Print and stuff servicing letters
- Administrative duties as assigned
- Perform other duties as assigned
Working hours: 9:00 AM - 7:00 PM (Various Shifts Available)
Skills:
- MSP or FICS Mortgage Servicer a plus
- Mortgage industry and/or Financial Services experience is a plus
- Bilingual skills are a plus
- Two years Customer Service experience in a customer call center is preferred
- Two years Customer Service experience in a customer call center is preferred
Education:
High School
Experience:
1-4 years
Qualifications:
- Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution
- Ability to handle high volume of phone calls
- 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
- High school diploma or its equivalent
- Excellent organizational skills and strong work ethic.
- Ability to remain professional even under strenuous situations.
- Be able to empathize with a customer and take ownership of an issue.
- Intermediate skill level in Microsoft Office programs (Word, Excel, PowerPoint)
- Able to use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)
Call and talk to a recruiter at Spherion today - 352-622-5273
Please visit https://www.spherion.com/jobs/florida/ocala/ to see all our open positions!
We will accept walk in applicants on Wednesdays from 10:00A-12:00P and 1:00P-3:00PM
500 SW 10th Street, Suite 309 Ocala, FL 34471
Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Spherion, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact Callcenter@spherion.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Spherion offers a comprehensive benefits package, including health, and an incentive and recognition program (all benefits are based on eligibility).
For certain assignments, Covid-19 vaccination and/or testing may be required by Spherion's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Spherion representative for more information.