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Bilingual Customer Service Rep
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | San Bernardino, California 92411 San Bernardino, California |
About this job
Job Description:
Customer Service Reps are responsible for responding to routine inquiries and complaints from internal and external customers regarding financial products and services Home Mortgage.
Duties include:
Looking up information and transactions on-line
Resolving routine problems and inquiries and referring difficult problems to more senior representatives
May cross-sell or refer products such as on-line statements or reoccurring payments
Duties may also include: cross-sell or refer products, account maintenance, report generation, and project work.
Participate in and support overall customer service goals
Efficiently handle variety of customer inquiries regarding their home mortgage
Become a subject matter expert of mortgage banking processes, procedures and internal and external resources
Prioritize quality and efficiency in resolving customer issues
Minimize call escalations by gaining our customer's trust and confidence
Increase customer loyalty by offering value added products and services
Generate leads for other members of the sales team to close
Our best CSR's constantly go the extra mile to wow customers, make them feel that their concerns are important and also engage customers to learn about their financial needs through patience, attention to detail, and the ability to follow procedures. This is a fast paced call center in which you will be taking calls during your entire schedule. We are looking for people who learn quickly, can multi task, have the ability to disseminate technical information and communicate it to homeowners, and possess the drive to sell company products on a majority of calls. Work Environment: Call Center -cubical style environment.
Sitting with a large team and open environment, must maintain 100% professionalism.
This is a fun, upbeat, fast pace environment and work area.
Dress code during training is business professional. Will be business casual once they have completed training.
Around 200 people in this entire department and they will be sitting with them as a team.
Qualifications: 2+ years experience interacting with people or customers and 2+ years experience using a computer. Experience in a fast paced performance driven environment. 2+ years experience in a call center.
Required Qualifications:
Demonstrated ability to listen and elicit information effectively
Demonstrated excellent verbal and written communications skills
Experienced PC skills including ability to troubleshoot common problems and navigate the internet/intranet.
Excellent phone etiquette with advanced Customer Service skills
Strong time management skills
Ability to discern and adapt to varying production level needs dependent on environment needs
Strong math skills with the ability to understand and explain how mortgage accounts are maintained
Excellent interpersonal skills to deal effectively with customers, employees, interdepartmental and other entities
HS Diploma or equivalent
Desired Qualifications:
Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, and recommending solutions
Basic Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Ability to troubleshoot common computer problems
Experience resolving and working through escalated and complex customer issues
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
Ability to work effectively in structured but flexible, adaptable and changing, call center environment
Our best CSR's constantly go the extra mile to wow customers, make them feel that their concerns are important and also Performance Expectations: Willingness to work on-site at stated location, San Bernardino, CA.
Ability to work nights, weekends, and/or holidays as needed or scheduled!***
This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results.
Performance Metrics based on:
Customer Satisfaction
Selling
Handle Time (how long the customer is on the phone)
Quality Goals
Repeat Goals (If a customer calls back after already speaking with a CSR)
Training:
14 Week Program
The schedule during training is Monday - Friday 8am-5pm Breaks are 15 minutes at 10am and 3pm. Lunch is 1 hour from 12pm-1pm.
The first 10 weeks are in a classroom setting. They have modules that will be discussed and will often break into round table groups to work on activities together. There will be two trainers for the May class, Tanya and Briana. They will assess the candidates during the training program and send Weekly Reports every Friday to us, the Operations Managers, and the employee's direct Supervisors.
The metrics for the Weekly Reports are:
Participation
Navigation
Behavior
Engaged
Attendance (including unscheduled breaks)
The remaining 4 weeks will be in "pods" where they are still together as a class on the floor taking live calls. They will have immediate access to their supervisors and trainers.
Calls are audited for Quality Assurance. At any given time, Supervisor/Managers/QA reps will listen in on calls.
Looking for average handle time to be less than 400 seconds.
Accuracy of information and Quality of call.
Measured by repeat call percentage.
Measured by product/service up-sales.
Attendance is CRITICAL. Schedules are structured with minimal to no flexibility.
***Employees CANNOT miss not even 1 day during the first 14 weeks.*** If they miss one day their assignment will be ended. *** Interview Information: 75% of May class MUST be bilingual in English and Spanish.
Must complete Wells Fargo Assessment and Proveit Bilingual Testing prior to being set up for PEP.
Once you have identified a quality candidate please send me their email address to have them complete the Wells Fargo Assessment. The assessment will take 30-45 minutes and consists of 99 questions based around performance, attendance, and customer service behaviors. It is PASS or FAIL. They will only have one opportunity to complete testing. If they do not pass they cannot re-take it until 6 months has passed.
After the candidate has completed both the Assessment and Proveit testing please set them up for a meeting with me. I will meet with each candidate and once I have we will determine if they will move forward to D&B.
****Please ensure your candidate has read the lockdown packet prior to final interview.
Positions are a GTW for August 21st Additional Compensation: Pay is $13.50/hr
They will be evaluated at 8-10 months to determine if they will be hired on to Wells Fargo. If they are they will receive a pay increase upon hire.
Going Direct Includes:
Eligibility for up to of $750 in monthly cash bonus.Ability to work for promotions and annual pay raises. Additional Information: A CSR is the voice of our company and represents we have an outstanding diverse team. We want people who pitch in and help others without being asked and want team members who are committed to the success of the team. A CSR will develop and improve their skills through training programs and regular feedback discussions with supervisors, which will help further their professional experience and improve their chances for even greater roles in the future. A CSR position is the start of something really big because Wells Fargo believes in developing people!
**Candidate Intangibles:
Transferable Skills that match the job requirements in providing excellent customer service over the phone.
Character to add to the culture that is already built.
Demonstrate the ability to learn various sales/up-selling techniques while multi-tasking through screens to address questions and concerns of customers.
Passionate about satisfying peoples' needs and also add value with the offering of various products.
Looking for a career with a reputable organization.
Sales experience of some sort is necessary.
Duties include:
Looking up information and transactions on-line
Resolving routine problems and inquiries and referring difficult problems to more senior representatives
May cross-sell or refer products such as on-line statements or reoccurring payments
Duties may also include: cross-sell or refer products, account maintenance, report generation, and project work.
Participate in and support overall customer service goals
Efficiently handle variety of customer inquiries regarding their home mortgage
Become a subject matter expert of mortgage banking processes, procedures and internal and external resources
Prioritize quality and efficiency in resolving customer issues
Minimize call escalations by gaining our customer's trust and confidence
Increase customer loyalty by offering value added products and services
Generate leads for other members of the sales team to close
Our best CSR's constantly go the extra mile to wow customers, make them feel that their concerns are important and also engage customers to learn about their financial needs through patience, attention to detail, and the ability to follow procedures. This is a fast paced call center in which you will be taking calls during your entire schedule. We are looking for people who learn quickly, can multi task, have the ability to disseminate technical information and communicate it to homeowners, and possess the drive to sell company products on a majority of calls. Work Environment: Call Center -cubical style environment.
Sitting with a large team and open environment, must maintain 100% professionalism.
This is a fun, upbeat, fast pace environment and work area.
Dress code during training is business professional. Will be business casual once they have completed training.
Around 200 people in this entire department and they will be sitting with them as a team.
Qualifications: 2+ years experience interacting with people or customers and 2+ years experience using a computer. Experience in a fast paced performance driven environment. 2+ years experience in a call center.
Required Qualifications:
Demonstrated ability to listen and elicit information effectively
Demonstrated excellent verbal and written communications skills
Experienced PC skills including ability to troubleshoot common problems and navigate the internet/intranet.
Excellent phone etiquette with advanced Customer Service skills
Strong time management skills
Ability to discern and adapt to varying production level needs dependent on environment needs
Strong math skills with the ability to understand and explain how mortgage accounts are maintained
Excellent interpersonal skills to deal effectively with customers, employees, interdepartmental and other entities
HS Diploma or equivalent
Desired Qualifications:
Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, and recommending solutions
Basic Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Ability to troubleshoot common computer problems
Experience resolving and working through escalated and complex customer issues
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
Ability to work effectively in structured but flexible, adaptable and changing, call center environment
Our best CSR's constantly go the extra mile to wow customers, make them feel that their concerns are important and also Performance Expectations: Willingness to work on-site at stated location, San Bernardino, CA.
Ability to work nights, weekends, and/or holidays as needed or scheduled!***
This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results.
Performance Metrics based on:
Customer Satisfaction
Selling
Handle Time (how long the customer is on the phone)
Quality Goals
Repeat Goals (If a customer calls back after already speaking with a CSR)
Training:
14 Week Program
The schedule during training is Monday - Friday 8am-5pm Breaks are 15 minutes at 10am and 3pm. Lunch is 1 hour from 12pm-1pm.
The first 10 weeks are in a classroom setting. They have modules that will be discussed and will often break into round table groups to work on activities together. There will be two trainers for the May class, Tanya and Briana. They will assess the candidates during the training program and send Weekly Reports every Friday to us, the Operations Managers, and the employee's direct Supervisors.
The metrics for the Weekly Reports are:
Participation
Navigation
Behavior
Engaged
Attendance (including unscheduled breaks)
The remaining 4 weeks will be in "pods" where they are still together as a class on the floor taking live calls. They will have immediate access to their supervisors and trainers.
Calls are audited for Quality Assurance. At any given time, Supervisor/Managers/QA reps will listen in on calls.
Looking for average handle time to be less than 400 seconds.
Accuracy of information and Quality of call.
Measured by repeat call percentage.
Measured by product/service up-sales.
Attendance is CRITICAL. Schedules are structured with minimal to no flexibility.
***Employees CANNOT miss not even 1 day during the first 14 weeks.*** If they miss one day their assignment will be ended. *** Interview Information: 75% of May class MUST be bilingual in English and Spanish.
Must complete Wells Fargo Assessment and Proveit Bilingual Testing prior to being set up for PEP.
Once you have identified a quality candidate please send me their email address to have them complete the Wells Fargo Assessment. The assessment will take 30-45 minutes and consists of 99 questions based around performance, attendance, and customer service behaviors. It is PASS or FAIL. They will only have one opportunity to complete testing. If they do not pass they cannot re-take it until 6 months has passed.
After the candidate has completed both the Assessment and Proveit testing please set them up for a meeting with me. I will meet with each candidate and once I have we will determine if they will move forward to D&B.
****Please ensure your candidate has read the lockdown packet prior to final interview.
Positions are a GTW for August 21st Additional Compensation: Pay is $13.50/hr
They will be evaluated at 8-10 months to determine if they will be hired on to Wells Fargo. If they are they will receive a pay increase upon hire.
Going Direct Includes:
Eligibility for up to of $750 in monthly cash bonus.Ability to work for promotions and annual pay raises. Additional Information: A CSR is the voice of our company and represents we have an outstanding diverse team. We want people who pitch in and help others without being asked and want team members who are committed to the success of the team. A CSR will develop and improve their skills through training programs and regular feedback discussions with supervisors, which will help further their professional experience and improve their chances for even greater roles in the future. A CSR position is the start of something really big because Wells Fargo believes in developing people!
**Candidate Intangibles:
Transferable Skills that match the job requirements in providing excellent customer service over the phone.
Character to add to the culture that is already built.
Demonstrate the ability to learn various sales/up-selling techniques while multi-tasking through screens to address questions and concerns of customers.
Passionate about satisfying peoples' needs and also add value with the offering of various products.
Looking for a career with a reputable organization.
Sales experience of some sort is necessary.
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.
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