Job Description

GENERAL DESCRIPTION:

Representative will answer complex customer inquiries within an inbound ACD Call Center environment on behalf of both DMI and Private Label clientele.

RESPONSIBILITIES - INCLUDE, BUT ARE NOT LIMITED TO:

• Maintain 80% availability to answer inbound telephone calls daily
• Answer customer inquiries concerning all aspects of loan servicing
• Task each department with the appropriate research requests or inquiries that cannot be handled by telephone
• Present a positive and professional demeanor at all times
• Serve in a public relations capacity when dealing with both internal and external customers
• Communicate and support total quality initiatives throughout the organization
• Represent "Private Label" clients by using their organization name correctly while interacting with their customer base
• Maintain knowledge base of current practices, procedures, and policies for each department within loan servicing
• Maintain knowledge base of current practices, procedures, and policies for each Private Label client
• Strong communication skills; ability to work with a upset client.
• Explore ideas for improved workflow and automation enhancements
• Mentor new call center associates
• Performs all other responsibilities and duties deemed necessary

PREFERRED QUALIFICATIONS:

• 2 years + call center or retail customer service
• Strong communication skills, time management skills, organizational talent, and a professional demeanor
• Positive upbeat attitude, willingness to learn and desire to grow in their role.
• Hours:  9:30-6pm M-F, Overtime

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• The employee is regularly required to communicate (give/receive information) through multiple methods of communication.. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.
• In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.

INCENTIVES/BENEFITS:

·         $7000+ per year in bonus eligibility

·         Additional paid time off earned for performance and attendance

·         Weekly raffles of cash/ prizes for performance

·         Opportunities for overtime

·         Constant/Predictable schedule

·         On-going support of training from leadership, training, and QA

·         Opportunity to fast track/grow career

·         Company Benefit package that we offer

·         Four week  PAID training class provided

Job Type: Full-time

Salary: $18.00 – starting pay rate.  Will pay more if experience warrants it,  We do not pay over $20.00

Company Description

Dovenmuehle Mortgage, Inc. provides a complete, private label mortgage subservicing program for commercial banks, thrift institutions, credit unions, mortgage bankers, and state and other housing finance agencies.