We are looking for customer service representatives that will act as a liaison, provide product/service information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Successful CSR’s are patient, empathetic, and passionately communicative. Everyday customer service representatives will put themselves in their customer’s shoes and advocate for them when necessary. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. This role will be reporting to the Team Lead in Operations for Mortgage Servicing.

• Deliver excellent customer service, responding to a variety of calls and emails from the US mortgage servicing industry
• Use knowledge obtained in training to locate answers in a knowledge database to respond to customer's mortgage related requests
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Reach personal, team, and contact center performance targets
• Take ownership of all customer inquiries and proactively follow through to ensure resolution
• Keep records of customer interactions, process customer accounts, and document appropriately
• Navigate multiple computer systems and applications, and utilize search tools to provide information to customers
• Follow communication procedures, guidelines, and policies

• Must have at least 1 year of work experience in BPO industry (BFSI industry a plus)
• Experience handling voice (inbound or outbound) calls (Banking/Finance industry a plus)
• Willing to Work onsite in Cebu City
• Excellent attention to detail
• Strong verbal and written English communication skills
• Basic computer navigation skills
• Passport or driver's license