Call Center Representative

Job Description

Job Description

BCforward is seeking a highly motivated and experienced Call Center / Systems Support Specialist

Job Title : Call Center / Systems Support Specialist

Location : 5050 Kingsley Drive, Cincinnati, OH 45227 (Onsite Job)

Duration : 3 Months Contract

Pay Rate : $20.68 / Hr. On W2.

JOB SUMMARY :

This position takes incoming calls from Correspondent, Retail and Direct Mortgage employees and provides resolution to any technical issue they may have with the mortgage origination systems. This position also interfaces, vendors and Information Technology staff on a daily basis resolving complex customer issues related to the booking of new mortgage loans.

JOB DESCRIPTION :

GENERAL FUNCTION : This position takes incoming calls from Correspondent, Retail and Direct Mortgage employees and provides resolution to any technical issue they may have with the mortgage origination systems. This position also interfaces, vendors and Information Technology staff on a daily basis resolving complex customer issues related to the booking of new mortgage loans.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Within appropriate timeframes, answer users' inquiries via telephone and email in a professional and courteous manner concerning system problems. Diagnose system hardware, software, and operator problems and. instruct end users in the use of equipment, software, and / or reference materials.

Serve as a liaison between the user and Information Technology ensuring issue resolution by intervening on user's behalf and maintaining ongoing communications and updates between parties.

Interface extensively with end users, management, and Information Technology, and occasionally with Data Processing in the resolution or escalation of desktop related problems. Mortgage Systems problems.

Perform triage of incoming calls and exercise appropriate judgment in resolving, transferring, and recommending remedial actions to correct problems based on knowledge of system operation.

Using available resources, system knowledge, and business and IT partners, troubleshoot and test issues or defects reported and exercise appropriate judgment in escalating problems of a more complex nature to more senior staff and / or InformationTechnology.

Maintain accurate records, procedures, and call logs for department and management reporting. Properly complete the appropriate defect reports, tickets, or forms used for customer reported issues adhering to departmental policies andprocedures.

Accurately assess and perform mortgage change requests, and setup / changes to vendor, branch, and insurance companies.

Continually learn and develop knowledge of Mortgage systems, products, and processes.

Participate in team projects and engagement initiatives, act as a team leader for assigned projects, and mentor and train more junior employees.

Assumes additional responsibilities as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED :

High school diploma or equivalent required. Associates degree in related field preferred.

A minimum of 2 year of customer support, call center, contact center preferred. Previous technology related industry experience preferred.

Deadline and task-driven with ability to multi task.

Excellent verbal and written communication skills.

Strong analytical, attention to detail, and problem solving skills.

Good leadership, initiative, and interpersonal skills.

Ability to work independently, as well as in a team environment.

Excellent customer service skills.

Basic knowledge of computer hardware / software concepts and a working knowledge of Microsoft products.

Basic Mortgage knowledge preferred but not required.

Company Description

About BCforward :

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.

BCforward is an equal opportunity employer.

Company Description

About BCforward : \r\n\r\nFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.\r\n\r\nBCforward is an equal opportunity employer.