Customer Service RepresentativeLanceSoft Limited Inc.

PUCHASE SPECIALIST
 
Job Overview:
 
The Specialist, Purchase is a sales support role and is an opportunity to be an important voice of the company. This role is a crucial part in ensuring overall customer satisfaction. The Purchase Specialist (PS) primary responsibility is to make outbound calls to borrowers where a Loan Advisor has issued a prequalification letter. Additionally, offer information regarding the Home Story program and at times, redirecting calls to the appropriate department.
 
Job Roles and Responsibilities:
• Place outbound calls presented in a calling campaign by an automated phone system/CRM system.
• Answer inbound calls, typically from borrowers where a Purchase Specialist left a voice mail message.
• Route inbound calls to the appropriate department (DNIS) when necessary.
• Partner with Purchase Sales Loan Advisor Teams to build relationships for improved communication and coordination.  Offer guidance as needed to borrowers relating to uploading documents into the Portal and/or sending requested documents to the Loan Advisor.
• Communicate with the Purchase Loan Advisors on actions/activities needed on behalf of the borrowers.
• Participate in periodic meetings with Sales Teams.
• Maintain regular and punctual attendance. Comply with all company policies and procedures.
• Performs other related duties as assigned.
 
Qualification & Experience
• High School Graduate/GED
• 2 years related work experience
• Previous mortgage experience ( will be value add)
• Previously worked in a Call Center environment.
• Familiar with Customer Relationship Management (CRM) systems
 
Specialized Skills & Knowledge Requirements:
• Self-starter/ability to drive to expected results.
• Good communication skills, both verbal and written.
• Good people skills, pleasant demeanor/engaging phone voice.
• Ability to multi-task; Organized; Time management skills.
• Work in a team environment, provide assistance to other Purchase Specialists as needed.
• Drive to reach as many borrowers as possible each day and when needed, leave clear concise voice mails