Customer Care Representative I

SUMMARY

Provide customer assistance by providing information to the customer or routing them to the appropriate department.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

• Answer customer service calls.

• Provide escrow analysis explanations using RESPA regulation guidelines.

• Analyze escrow accounts.

• Research tax and insurance disbursements.

• Facilitate customer requests for information on various topics.

• Research payment history.

• Provide verification of mortgages.

• Order coupon books as requested.

• Process homeowner changes such as name, address, social security number, etc.

• Assist walk-in customers.

• Other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

• None

 

QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

• Strong customer service skills

• Strong verbal and exceptional communication skills

• Ability to work efficiently in a multi-tasked environment

• Enthusiastic caring attitude

• Must have pleasant telephone voice

• Working knowledge and understanding of Microsoft products like Word and Windows

• Strong organizational skills

 

EDUCATION and/or EXPERIENCE

• High school degree (or equivalent) is required. Some college is preferred.

• Typing of at least 40 wpm.

• Some Microsoft Excel and Word computer skills

 

LANGUAGE SKILLS

• Must have above average command of English and ability to articulate ideas

• Bilingual (English and Spanish) preferred