Concierge Customer Service Agent - Jacksonville, FL
301 W Bay St Jacksonville, FL 32202
This position will be responsible to be the first contact a customer/consumer will make when calling the Company Sales department through specific channels. This customer contact may be through inbound and outbound phone calls, web leads, email and Chat functionality.
The position is responsible to identify if the caller is inquiring about a mortgage or has a need to speak to someone within ditech but not in the Sales department. If the caller wants to apply for a mortgage, the captured information will be passed onto a licensed loan officer. If the caller needs to speak with someone else in ditech, this position will identify their need and transfer the caller to the appropriate department or person.
The position will also be responsible to facilitate web leads and on line Chats as needed. The position will require the use of common scripts as well as limited free form communications. The position is responsible to identify if the borrower is inquiring about a mortgage or has a need to speak to someone within Company but not in the Direct Sales department. If necessary or directed, the position will schedule call back appointments, in which a licensed loan officer or the appropriate department can call back the interested party at a later time.
In addition to handling the responsibilities above, if there is a business need for additional Sales Agents, the Concierge may have an opportunity to move into a Sales Agent role as a permanent employee after month four in the Concierge position. At that time, an agreement would be reached between the Concierge and Company Management to determine if this transition is appropriate. If so, the transition will take place over time, during which the Concierge will take internal and external mortgage courses and begin the process of acquiring national and individual state Loan Origination licenses. During this transition, the Concierge will continue in the Concierge role as needed. Once the Concierge has passed the NMLS and five state exams, the transition to a full time Sales Agent will begin as long as there is still a business need for additional Sales Agents and the Concierge Agent has sponsorship from a Sales Manager(s.)
- Responsible to comply with all scripts that are applicable during the phone call, web lead and Chat sessions
- Responsible for identifying callers needs and directing caller to the proper department / contact
- Transfer, email or otherwise provide accurate contact information to the proper department / contact if the caller does not have a financing need
- Complete ad hoc projects supporting Sales Agents and Sale Management
- Ability to satisfactorily complete licensing education courses and pass State exams (if approved to move to Sales as a Sales Agent)