Customer Service Desk Agent - (Mortgage Support) Remote

What success looks like in this role:

Key Functions:

Answering and Routing Calls: Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems.

Problem Solving: They diagnose issues, answer product or service questions, and provide solutions in real time.

Customer Engagement: Beyond mere call handling, agents build rapport with customers, ensuring a personalized experience that enhances satisfaction.

Documentation: They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference.

Follow-Up: Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support when necessary.

Adhering to Scripts: Following standardized scripts to ensure consistency, while also tailoring responses as needed.

Answering Inbound Calls: Promptly handling incoming calls and providing assistance to customers.

Making Outbound Calls: Proactively reaching out to potential customers, setting appointments, or following up on leads.

Providing Accurate Information: Ensuring customers receive correct details about products, services, and policies.

Resolving Complaints: Listening to customer issues and working towards a satisfactory resolution.

Documenting Interactions: Logging detailed notes in the CRM for quality assurance and follow-up purposes.

Adhering to Scripts: Following standardized scripts to ensure consistency, while also tailoring responses as needed.

Managing Call Escalations: Recognizing when a customer’s issue requires escalation to a supervisor.

Maintaining Professionalism: Demonstrating courteous and respectful behavior at all times.

Meeting Performance Targets: Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).

Maintain In Office adherence

Muti Tasking will be involved in the day to day operations. Must be able to muti task. Speak to the user and fill out your ticket, simultaneously.

You will be successful in this role if you have:

High School Diploma or GED required

May require technical certification or Associate Degree
Generally, 1-2years’ experience in area of responsibility

Call Center experience

Able to Muti-Task during the job.

Customer Service experience within a call center environment.

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [link removed] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.

Originally posted on Himalayas