Key details:
* requires prior financial services related experience - work is quite complex and intricate
* being able to train/pass testing through 7 week training program including nesting in role itself

Responsibilities:
• Assist homeowners with routine or complex issues and requests in a call center environment
• Use an advanced telephony system
• Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues
• Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service
• Take ownership of the customer experience and demonstrate attributes in accordance with brand experience expectations
• Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues
• Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently
• Accurately track/document all communications with customers to provide a detailed history of contact
• Assist with identifying root causes and explain the best solution to promptly resolve customer concerns
• Achieve targeted individual and team-based performance goals monthly
• Follow escalation procedures to address customer concerns requiring additional
• research/resources to resolve
• Direct requests and unresolved issues to the designated resource
• All other duties as assigned.

Qualifications:
• High School Diploma or equivalent required.
• Knowledge of customer service principles and practices
• Excellent communication skills
• Strong attention to detail and accuracy
• Problem-solving and problem analysis skills
• 2 years of Call Center or Customer Service experience preferred
• Basic mortgage product knowledge preferred


Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.