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Customer Service Representative IV · Austin, TX
Financial Freedom, a subsidiary of OneWest Bank, F.S.B. is one of America's largest reverse mortgage lenders.
1. Receives predominantly routine incoming calls that may require deviation from standard screens, scripts, and procedures. Accurately identifies existing customers to protect confidential information.
Determines how to find information requested by customer
Determines identity of customer by verifying SS#, mothers maiden name, etc.
2. Provides customer service with the objective of selling new or additional products and/or services.
Assesses customer needs and suggests/promotes alternative products or services.
Identifies customer needs based on requested information or customer profile
3. Answers inquiries and resolves problems
Determines nature of information requested by customer.
4. Assists more junior employees in resolving more difficult problems. Takes ownership of more complex customer situations.
Decides when to take over more difficult customer calls.
Decides how to best service customers with more complex needs.
5. Coaches less experienced personnel to improve customer management and sales skills
Decides how to best coach and instruct junior personnel.
6....
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