Client Service Representative

Provide product information to clients and assess their mortgage needs. Duties and Tasks

A) Answer inbound call center calls

A-1) Log into call center queue's 7715, 3282, 7705

A-2) Answer inbound calls

A-3) Perform Client request

A-4) Log call on the contact logger in the client's file

A-5) Assign follow-up as necessary

B) Book and complete application calls

B-1) Retrieve Client Introduction Forms from file

B-2) Enter Client Introduction Form infomration onto contact logger

B-3) Place application call at time specified

B-4) Complete application with client

B-5) Assign completed application to lenders

B-6) Maintain application statistics

C) Place outbound follow-up calls

C-1) Maintian outbound call spreadsheet

C-2) Call prospects/clients on designated day

C-3) Perform prospect/client request

D) Reply to internet inquiries

D-1) Monitor webmail boxes

D-2) Conduct research for inquiries D-3) Reply to web inquiries within 24 hours

D-4) Log all inquiries/requests on the contact logger

E) Provide Advisor Support

E-1) Fufill marketing material requests

E-2) Inform of future seminars being held

E-3) Answer advisor inbound calls

E-4) Provide technical support for the website and Naviplan software

E-5) Advise of status of client's accounts

F) Provide training for new employees

F-1) Create training materials and job aides

F-2) Teach new employees product knowledge and software applications

F-3) Provide sit-ins for new employees

F-4) Administer quizzes to new employees