Customer Retention Specialist

Department: Incubation and Retention – Strategy Division

Job Title: Customer Retention Specialist

Location: Remote

Comp: $17/hr plus performance based bonus

Position Summary:

Work as a liaison between the NAF borrower and NAF Loan Officer. Connect our borrowers who are eligible for a refinance or are in the market for a new home with a Loan Officer. Build rapport on initial call, take detailed notes, communicate outcome, and follow up with leads as needed. Keep organized records of lead dispositions and make suggestions for improvements to scripting based on borrower conversations. Exceed minimum standards for level of effort and transfer performance. Successful Retention CSRs effectively communicate with customers and Loan Officers through email, chat, and telephone conversations, and provide a high level of customer service to all parties involved with the interaction to create an exceptional customer experience.

• 100+ outbound dials daily
• Keep records of transfers to Loan Officers
• Understand the reasons why borrowers do not wish to be transferred
• Place follow-up calls to build rapport with borrowers non-responsive borrowers and borrowers who declined to be transferred
• When borrower is ready to consider a refinance or purchase, connect borrower with active Loan Officer via live scheduled phone transfer or email

• 1-2 years of customer service, call center, or sales experience
• Ability to effectively communicate with customers
• Excellent customer service skills
• Proficiency with Microsoft Office programs such as Word, Excel, and Outlook
• Passionate about helping customers achieve financial goals

Desired Education/Experience:

• General credit knowledge.
• One or more years of office or inside customer service / call center experience preferred.
• 1 or more years of experience working in the mortgage or real estate industry preferred.
• 1+ years of customer service and/or sales experience preferred.
• High School Diploma or equivalent; some college preferred.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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