Principal Duties:
- First point of contact for all incoming customer and client calls
- Meets or exceeds daily production quotas
- Maintains work quality and consistently receives satisfactory audits
- Assist clients when they call in with questions and concerns
- File supporting documentation into MCL
- Complete tasks and/or projects that have been assigned by management
- Maintains the integrity of GoldMine with new phone numbers and contacts for creditors and/or vendors and updates existing ones with current information
- Remain up to date regarding ongoing changes and upgrades to MCL
- Attends and participates in customer service meetings
- Attends and participates in monthly company meetings
- Remain up to date on industry changes, compliance and regulations as well as company policy
- Ability to multi-task and work in a fast-paced environment despite interruptions
- Maintain good working relationships with our clients, creditors and co-workers
- Other duties may be assigned
Authority: This position has no supervisory responsibilities.
Reports to: Operator Team Lead
Working conditions:
- All overtime requests must be submitted to and approved by management prior to being submitted to Payroll for process of the payment for overtime?
- Separate room for Home Office with a door (cannot be a multi-purpose room)
- Works with dedicated PC and telephone head set
- Your work environment should be free of clutter and away from outside noise and distractions
- To be eligible to be an employee of ACI, it will be necessary for you to meet the minimum business static IP internet requirements
Training / Experience:
-
All new customer service representatives must become FCRA certified. Experience in the mortgage and/or credit reporting industries is a plus. High School Graduate or GED.
- Must be able to perform independently, be self-motivated and demonstrate initiative
- Ability to carry out instructions and requests in an organized and timely manner
- Knowledge of Internet software and Microsoft Office
- Demonstrate the ability to learn and understand Advantage Credit systems such as MCL, Goldmine and Docuware
- Demonstrate strong data entry skills
Performance Measurements:
- Attendance Record
- Average Call Handling Time
- Compliance with standard policy and procedure
- Customer Satisfaction Rating
- Periodic reviews
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