Primary Residential Mortgage Is Hiring A Customer Service Representative (Bilingual or Non Bilingual)

Customer Experience Associate I

Join PRMI as a frontline support champion, enhancing customer satisfaction through professional and prompt assistance across multiple communication channels. This role is vital in delivering accurate information and resolving straightforward customer issues, ensuring a positive experience with each interaction. 😊

Position Purpose

The Customer Experience Associate I provides frontline support to PRMI’s customers. Handling basic inquiries and resolving straightforward issues via phone calls, emails, and chat, they assist with account information, troubleshooting, and maintaining accurate interaction records. Focused on delivering consistent, professional, and prompt service, they contribute significantly to overall customer satisfaction.

Responsibilities & Tasks

• Basic Support: Provide frontline assistance to customers through phone, email, chat, or in person.
• Issue Resolution: Aid customers with basic inquiries, troubleshooting, and problem-solving.
• Product Knowledge: Develop a foundational understanding of company policies and procedures to assist customers effectively.
• Training: Engage in ongoing, extensive training sessions.
• Documentation: Keep accurate records of all customer interactions and transactions.
• Customer Satisfaction: Address customer concerns promptly and professionally to ensure satisfaction.
• Escalation: Refer complex issues to higher-level support or management following established procedures.
• Feedback: Share insights from customer interactions to management regarding recurring issues or concerns.
• Performance: Manage customer inquiries with professionalism and efficiency, maintaining a timely response.

Qualifications

• Experience: 0 - 12 months; no prior experience required.
• Skills: Graduate-level writing & communication skills, with strong analytical and problem-solving capabilities.
• Abilities: Handle difficult situations professionally, especially when working with branches/divisions.
• Environment: Thrive in high-paced, sometimes stressful settings.

Supervisory Responsibilities

None

Preferences

None

Company Conformance Statements

All employees are expected to:

• Adhere to policies in the Employee Handbook, including privacy and information security guidelines.
• Act within delegated authorities, complying with applicable policies and procedures.
• Contribute to a respectful, diverse workplace fostering innovation and growth.
• Align actions and decisions with PRMI values.
• Collaborate with management to understand performance expectations, utilizing feedback for growth.
• Build team synergies through networking and partnerships across PRMI.
• Embrace change, promoting continuous improvement as advocates and role models.
• Maintain high standards of customer care by actively listening and taking ownership of issues.
• Work independently while coordinating efforts with colleagues and other departments.
• Contribute effectively as part of a team.
• Deliver quality work within deadlines.
• Respect client and employee privacy at all times.

Work Requirements

Employees must:

• Communicate clearly and effectively.
• Utilize a computer and maintain a consistent work schedule.
• Perform effectively in an office environment, possibly requiring physical presence in an office location.
• Comply with all mortgage, fair lending laws, policies, and regulations.
• Be willing to work extended hours if necessary.

Management reserves the right to modify duties and responsibilities as needed.