Customer Service Representative Job Description General Duties Reporting to the Manager, Customer Service, the Customer Service Specialist is responsible for ensuring all client inquiries are dealt with and processed on a timely basis and in accordance with the company policy. Primary Duties Answering incoming calls on the customer service queue • Identify and solve inquiries in a timely fashion • Follow-up with client to confirm resolution and customer satisfaction Processing various requests received by phone • Identify and process request in a timely fashion • Confirmation of processed request to client in a timely fashion Coaching new Customer Service Representatives • Aid new Customer Service Representatives in learning the department’s policies and procedures through job shadowing. Back up the Customer Service Administration team when required. • Processing various requests received by fax, mail and email • Preparation of the Mortgage Discharge Statements • Preparation of the Mortgage Assumption Statements • Complete special projects as assigned by Manager, Customer Service Ideal Skills/Qualifications: Shift work is required You have strong communication skills, both written and verbal Excellent telephone manner You have a proven customer service focus Ability to resolve problems with customers. Mortgage experience an asset Post secondary education preferred
Last reviewed: 03/07/2008