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Title

Senior Call Center Representative  

About the Organization Since 1986 LERETA's nationwide team of real estate tax and flood professionals has provided the mortgage and insurance industries the fastest, most accurate and complete access to property tax and flood information across the nation. LERETA is an industry leader with an enormous focus on technology, innovation, and commitment to service excellence.  
Open Date 11/3/2022  
Position Senior Call Center Representative  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Category Tax&Flood  
Location Pomona  
Req Number TAX-22-00112  
Description

The Senior Call Center Representative ensures LERETA external and internal customers consistently receive accurate and timely responses to inquiries concerning tax service and property tax matters. The role provides effective customer service by using excellent, in-depth knowledge of company policies and procedures and maintaining a positive, empathetic and professional attitude. The Senior Call Center Representative mentors and provides training as needed and assists the Escalation Team with escalated calls.

Essential Functions:

Inbound Calls

  • Processes a high volume of incoming routine calls
  • Provides responsive assistance to homeowner, lender, and third-party calls regarding various tax inquiries for outsourced customers at first resolution
  • Responds to customer calls and/or email requests address questions or concerns
  • Communicates status of assignments to the lead or supervisor

Task Research

  • Initiates task research for tax liens/sales, delinquent taxes, duplicate tax payments and proof of payment in response to homeowner inquiry
  • Notates tax bill correspondence received from homeowner on lender system and forward to the appropriate processing team
  • Returns homeowner calls as necessary, once research is complete

Leadership

  • Mentors and monitors the Call Center Representatives and any new team members
  • Assists other team members with workload when necessary

TEAMWORK

  • Ensures Call Center goals are met and customer SLA's are maintained
  • Actively participates in team huddles and meetings

This position will perform other duties as assigned based on the needs of the department.

Core Competencies:

  • Must be able to type 50+ wpm
  • Must be able to use 10 key by touch
  • Possess excellent communication skills, both written and verbal
  • Ability to work in a fast-paced environment
  • Must be able to mentor and monitor other team members
  • Must be able to work independently and as a team, with minimal direct supervision
  • Ability to exhibit adeptness in time management
  • Ability to efficiently toggle between various lender systems
  • Ability to retain and recite multiple lender scripts
  • Ability to maintain a call quality assurance average of 90% or better
  • Proficiency with Microsoft Word, Excel, and Access Proficiency
  • Demonstrate problem solving skills
  • Working knowledge of LERETA's policies, procedures, and priorities

 
Position Requirements
  • High School or equivalent
  • Minimum 2 years of call center experience
  • Real Estate tax industry experience
 
EOE Statement We are an Equal Employment/ Affirmative Action Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://LERETALLC.appone.com



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