TITLE: Customer Service Representative
REPORTS TO: Customer Service Manager
STATUS: Hourly
LOCATION: St. Louis, MO; Hybrid working from home and going into the office.
May transition to full-time in the office in the future.
SCHEDULE: Full time, 40 hours/week, Monday-Friday 10:30 AM – 7:00 PM
Mandatory 2-week paid training on virtual and in office schedule: M-F, 8:00
PM - 5:00 PM
PAY: Starting at $18/hr

JOB SUMMARY: Customer Service Representatives receive inbound phone calls and emails from our customers, who are in the mortgage industry. Representatives may help users reset their passwords, in addition to answering questions regarding completed or outstanding requests. The focus of the position is to provide outstanding customer service to our customers while following all applicable state and federal regulations as well as all internal guidelines and procedures.

JOB RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without reasonable accommodation:

• Handle and resolve in-bound customer calls / emails for status, transmission of reports, billing issues, etc.
• Handle and resolve in-bound sales rep calls / emails regarding pricing, products, setup and customer issues, etc.
• Handles & resolve system accessibility issues
• May prepare daily / weekly / monthly reports
• Adhere to and be compliant, as applicable, with GLBA, FCPA, CAN-SPAM, DPPA, RESPA, UDAAP, as well as all other federal, state and local laws, and company policies and procedures
• Other duties as assigned

QUALIFICATIONS:

• Minimum 1-year experience in Customer Service or Technical Support
• High School graduate, or GED equivalent
• Ability to read, write, and speak Spanish is a plus
• Proficiency in Salesforce a plus
• Proficiency in Microsoft Office suite, including Word, Outlook, and Excel preferred
• Excellent customer service skills with an affinity for communicating with others
• Superior interpersonal skills, attention to detail, multi-tasking ability and organizational skills
• Supporting customers by finding solutions, while successfully maintaining quality service metrics
• Feeling genuine empathy for our customer’s needs and exhibiting a willingness to help them understand how the work we do impacts the mortgage industry
• Investigating and authenticating information through research
• A fast and resourceful learner with an eagerness to grow and adapt to daily challenges
• Excellent analytical ability and the understanding of how to prioritize work independently and effectively thinking creatively to troubleshoot obstacles and find alternatives.

REMOTE WORK REQUIRMENTS:

• Stable broadband/high-speed internet connection for tele-training and online learning
• Experience with teleconferencing
• Access to a quiet workspace

PHYSICAL DEMANDS: While performing the responsibilities of the job, the person in this position will be required to frequently communicate information so others will understand. The person in this position must be able to remain in a stationary position at least 50% of the time and must be able to lift up to 15 pounds at times. The person in this position may need to occasionally move about the inside of an office. The person in this position may need to position self to maintain files in a cabinet and place computers under a desk or in a cabinet. This position requires ability to constantly observe typewritten text on a computer screen. The person in this role is required to operate a laptop and use a telephone regularly. The person in this position may be required to travel throughout the USA by automobile or airplane which may require overnight lodging.

WORK ENVIRONMENT: While performing the duties of this job, the person in this role may be in a stationary position in an office setting and may be exposed to quiet to moderate noise level.

OTHER DUTIES: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. This job description is subject to change at any time.

BENEFITS: Data Verify offers comprehensive benefits to eligible employees including: medical, HSA, prescription, vision, dental, life insurance, short & long-term disability, Roth and 401K with possible company match and profit sharing, an Employee Assistance Program (EAP), Time Away from Work (TAFW) and paid holidays - plus employee referral bonuses, and role-based professional development opportunities.

Data Verify is committed to equal opportunity employment, and employment decisions are based on merit, qualifications, and abilities. Employment-related decisions are not influenced or affected by an employee’s race, color, gender, age, religion, national origin, disability, citizenship, military status, sexual orientation, genetic information, or any other category protected by federal, state or local law. The Company endorses a work environment free from discrimination and harassment.


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