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in Las Vegas, NV

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Hours Full-time, Part-time
Location Las Vegas, Nevada 89125
Las Vegas, Nevada

About this job

This position is the first contact for borrowers calling about programs with basic questions and concerns, and for borrowers who proceed to the application intake process. The position also performs outbound calls to provide information to borrowers and to follow up on requested documents to complete applications. The Customer Service Representative will properly handle all calls to and from the public while delivering quality customer service to all callers. Additionally, the Customer Service Representative will collect and upload documents received from homeowners. MUST be BILINGUAL ENGLISH/SPANISH

* Answers telephones in a professional manner, providing accurate information about government programs, and responds to caller inquiries in compliance with company and regulatory policies, procedures, and guidelines.
* Identifies homeowners' problems and concerns and offers appropriate solutions.
* Practices service excellence and provides quality customer service to all callers.
* Assesses each caller's situation with respect to government programs and guidelines, and, as appropriate, offers callers the opportunity to apply for programs.
* When necessary, routes calls (or information) to the group or person who can best assist the caller.
* Makes outbound calls to homeowners to follow up on document requests and to perform outreach for special projects as assigned by management.
* Requires the use of call scripts and procedures to ensure compliance and consistent quality customer service.
* Keeps informed of government program changes and guidelines.
* Responsible for understanding the use of the organization's enterprise software system (NMAS) and the company's telephone system.
* Uses NMAS to complete the application intake process by asking applicants pertinent questions and inputting, maintaining, and confirming information. Verifies all homeowner data fields for spelling and accuracy (name, DOB, SSN, address, telephone, email, etc.).
* Receives, acknowledges, and uploads homeowner documents into the NMAS Document Management System (DMS). Notes every file accordingly.
* Responsible for meeting quality assurance standards and performance metrics.
* Relays homeowner requests to appropriate department. Escalates complaints to appropriate department manager.
* Performs other business-related duties as assigned by management.




About Aerotek:

Our people are everything. As a Best of Staffing® Client and Talent leader, Aerotek® Inc. has distinguished itself as a leader in recruiting and staffing services, by having a deep understanding of the intersection of talent and business. As a strategic partner to more than 17,000 clients and 300,000 contract employees every year, Aerotek's people-focused approach yields competitive advantages for its clients and rewarding careers for its contract employees. Headquartered in Hanover, Md., Aerotek operates a network of over 230 non-franchised offices with more than 6,000 internal employees dedicated to serving our customers. Aerotek is an operating company of Allegis Group, a global talent solutions provider. To learn more, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.