Customer Service Representative

Solugenix is assisting a client, a leading financial services company, in their search for a Customer Service Representative. This role involves performing a variety of customer service duties, including resolving customer inquiries and managing account information.

Responsibilities:

• These jobs may be found in service-related call centers or non-call center environments
• Employees perform a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers, or other agencies
• The type of request may depend on the business segment e.g., escrow branches will deal with escrow-related calls
• MISG may receive calls related to flood, tax, or foreclosure-related transactions
• Insurance businesses may receive policy or claims-related inquiries
• PISG & SMS may receive technical-related questions
• These jobs are generic for broad applicability across the organization
• Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems
• Verifies contacts and account information
• Examines customer problems and implements appropriate corrective action to respond to customer requests
• Escalates queries/requests for action as appropriate to the Supervisor and/or Field locations for immediate action
• Maintains and creates logs, reports, records, and files
• Investigates, analyzes, coordinates, and tracks complex customer issues and problems
• Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution
• May interface with offshore call center to answer questions on process or specialized situations
• May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments
• May do order fulfillment
• Receive orders, reconcile information, track on spreadsheets, and follow up with customers
• Individual is responsible for adhering to the Client’s Corporation's and the department's compliance and information security policies, practices, and procedures in the performance of the role
• Calls and issues are predominantly routine, but may require deviation from standard screens, scripts, and procedures
• May assess needs and suggest/promote alternative products and services
• Follows established company/department guidelines/procedures and may make recommendations to department policies and procedures
• Errors are easily detected and corrected but may cause moderate loss of time or customer/user dissatisfaction
• Coordinates with other functions/departments as required

Requirements:

• High School diploma or equivalent
• 1-2 years of related experience
• General knowledge of company products and customer service activities
• Proficient in MS Office skills
• Must be able to navigate a computerized data entry system or other relevant applications
• Customer Service
• MS Office
• Computerized Data Entry
• Problem Solving
• Data Entry
• Escalation Handling
• Proactive Communication
• Order Fulfillment
• Billing Resolution
• Compliance Adherence
• Process Navigation