Customer Support Representative

"Bilingual Customer Support Representative"
100% remote 
$19-19.50 per hour
Must be bilingual English/Spanish

Loan Support Associates will handle high volume incoming calls in Borrower Care Department.  Associates will manually answer calls as they come into the queue. Once a call is answered, the Associate will pull up the caller’s referenced loan profile in the system, verify the identity of the caller to ensure they are an authorized party on the account, read system notes from previous calls on the account, and attempt to answer questions and solve problems as applicable.

Candidates should have an outgoing and positive demeanor, a motivated, energetic work ethic, and have a track record of working well with others in a team environment.

Duties and responsibilities

• Field incoming calls in a timely manner throughout shift.

• 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.

Qualifications: Bilingual, high volume call experience, strong computer skills, clean background, high speed internet, dedicated work space at home

Education

• High school diploma or equivalent (GED) required.