Customer Service Desk Agent – Mortgage Support

🕒 July 8

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Unisys

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1980

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

💰 Post-IPO Debt on 2020-10

Consulting • Logistics • Artificial Intelligence

Unisys is a global technology solutions company that specializes in providing digital workplace solutions, cloud and applications services, enterprise computing, logistics optimization, and consulting. Leveraging artificial intelligence, Unisys accelerates productivity and drives innovation by offering cutting-edge solutions that enhance the efficiency of businesses and public services. The company collaborates with leading organizations worldwide to create tailored AI models and digital experiences that secure and improve business processes, ultimately realizing the full potential of AI. Unisys also plays a key role in logistics optimization using quantum computing and data analytics to enhance capacity utilization and route planning. Emphasizing cybersecurity and compliance, Unisys ensures a secure business environment for its clients.

📋 Description

• Answering and Routing Calls: Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems. • Problem Solving: They diagnose issues, answer product or service questions, and provide solutions in real time. • Customer Engagement: Beyond mere call handling, agents build rapport with customers, ensuring a personalized experience that enhances satisfaction. • Documentation: They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference. • Follow-Up: Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support when necessary. • Adhering to Scripts: Following standardized scripts to ensure consistency, while also tailoring responses as needed. • Answering Inbound Calls: Promptly handling incoming calls and providing assistance to customers. • Making Outbound Calls: Proactively reaching out to potential customers, setting appointments, or following up on leads. • Providing Accurate Information: Ensuring customers receive correct details about products, services, and policies. • Resolving Complaints: Listening to customer issues and working towards a satisfactory resolution. • Documenting Interactions: Logging detailed notes in the CRM for quality assurance and follow-up purposes. • Managing Call Escalations: Recognizing when a customer’s issue requires escalation to a supervisor. • Maintaining Professionalism: Demonstrating courteous and respectful behavior at all times. • Meeting Performance Targets: Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).

🎯 Requirements

• High School Diploma or GED required • May require technical certification or Associate Degree • Generally, 1-2 years’ experience in area of responsibility • Call Center experience • Customer Service experience within a call center environment • Must be able to multi-task during the job.

🏖️ Benefits

• Health insurance • Equal Opportunity Employer