Remote Inbound Call Operator

Principal Duties:

  • First point of contact for all incoming customer and client calls
  • Meets or exceeds daily production quotas
  • Maintains work quality and consistently receives satisfactory audits
  • Assist clients when they call in with questions and concerns
  • File supporting documentation into MCL
  • Complete tasks and/or projects that have been assigned by management
  • Maintains the integrity of GoldMine with new phone numbers and contacts for creditors and/or vendors and updates existing ones with current information
  • Remain up to date regarding ongoing changes and upgrades to MCL
  • Attends and participates in customer service meetings
  • Attends and participates in monthly company meetings
  • Remain up to date on industry changes, compliance and regulations as well as company policy
  • Ability to multi-task and work in a fast-paced environment despite interruptions
  • Maintain good working relationships with our clients, creditors and co-workers
  • Other duties may be assigned

Authority: This position has no supervisory responsibilities.
Reports to: Operator Team Lead

Working conditions:

  • All overtime requests must be submitted to and approved by management prior to being submitted to Payroll for process of the payment for overtime?
  • Separate room for Home Office with a door (cannot be a multi-purpose room)
  • Works with dedicated PC and telephone head set
  • Your work environment should be free of clutter and away from outside noise and distractions
  • To be eligible to be an employee of ACI, it will be necessary for you to meet the minimum business static IP internet requirements

Training / Experience:

    All new customer service representatives must become FCRA certified. Experience in the mortgage and/or credit reporting industries is a plus. High School Graduate or GED.

  • Must be able to perform independently, be self-motivated and demonstrate initiative
  • Ability to carry out instructions and requests in an organized and timely manner
  • Knowledge of Internet software and Microsoft Office
  • Demonstrate the ability to learn and understand Advantage Credit systems such as MCL, Goldmine and Docuware
  • Demonstrate strong data entry skills

Performance Measurements:

  • Attendance Record
  • Average Call Handling Time
  • Compliance with standard policy and procedure
  • Customer Satisfaction Rating
  • Periodic reviews

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