Pay Rate: $15/hr. plus monthly bonus potential
Start date: 11/18/24
Computer: Candidate will supply their own computer and Sourcepoint will provide a monthly reimbursement for your first 2 years of employment.
Shift: Agents are scheduled between 8:00am-9:00pm (EST), Monday-Friday plus rotating Saturdays
Our employees contact homeowners to assist them with getting their mortgage loan payments to current status. We are committed to providing compassionate support to our customers as we help them navigate home loan payments during challenging times.
Duties and responsibilities:
- Identify customer questions, complaints, concerns, and overall needs
- Provide sufficient answers and solutions to all customer queries
- Handle customer complaints respectfully and professionally
- Redirect customers to appropriate departments and teams when appropriate
- Follow up with callers on complaint/question status, ensure resolution
- Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction
- Follow all communication procedures, policies, and guidelines during every customer interaction
- Perform duties and responsibilities with our customers' satisfaction as your number one priority
Education:
- High school diploma or equivalent (GED) required
Experience & Abilities:
- Minimum one year of Call Center experience required
- Minimum 12 months REMOTE work experience required
- Helpful, friendly customer service experience is required
- Able to talk on the phone and navigate a computer at the same time
- Able to read notes within the computer system to answer questions
- Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
- Ability to multitask (i.e., document all calls, send emails and/or faxes to callers, perform any follow-up work promised to a caller)
Sourcepoint is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer.
Sourcepoint participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.
It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.
