CSR TRIAGE
The leading BPO solutions provider in Leyte, Philippines, Virtual Staffing Solutions, offers a wide-ranging and comprehensive outsourcing solutions from call center services to back-office support, to highly complex data processing for SMEs and large corporations in the US and UK.
Since its founding in 2018, the team has grown into a strong and competitive player in the BPO scene with over 1500+ employees and counting. Virtual Staffing has built its reputation of flexibility, quality, and industry excellence and has since brought its clients continual success in their business.
Responsibilities:
- Identify call types by identifying borrower's needs and goals such as refinance a loan, purchase and/or sell a property.
- Assist new and existing customers with their goals (refinance a loan, purchase and/or sell a property) by transferring them to a Loan Officer of their state.
- Handles loan in process calls by providing status updates of their loan application and transfer them to the right transfer queue if needed.
- Handles servicing calls such as mortgage payment, escrow account, loan payoff, etc. by connecting them to Servicing Department or to a specific transfer queue.
- Handles other types of call by conducting triage to get borrowers or customers transferred to the right transfer queue.
- Call borrowers (outbound) who have triggers for potential refinance, purchase, and buy & sell and transfer them to a Loan Officer or other transfer queue.
- Call portfolio customers (outbound) who have potential in availing other client's products and services and transfer them to licensed agent for specific campaign.
Skills and Qualifications:
- Strong communication skills
- Ability to identify and address customer needs promptly
- Knowledge of loan procedures and related services
- At least one year of experience in a BPO setting
- Proficient in computer operations and navigation
Location
Tacloban, VIII
Job Type
Regular
Salary
Undisclosed