LatAm Customer Service Representative -

Benefits:

• Comprehensive training program (paid).
• Opportunity to work directly with top performers on the team and gain valuable insights and mentorship.
• Collaborative and supportive work environment.
• Competitive compensation package.
• 5 days of Paid Time Off (PTO) and 5 sick days annually.
• Birthday leave to celebrate your special day.
• Performance bonus based on individual and team achievements.

Responsibilities:

• Inbound Calls Management: Follow a scripted process to evaluate leads effectively. Engage with callers behind on mortgage payments.
• Data Collection and Documentation: Gather essential information and contact numbers. Systematically document relevant details for evaluation.
• Credit Card Debt Assessment: Evaluate the extent of credit card debt and related challenges. Assess the caller's eligibility for assistance programs.
• Assistance Program Qualification: Determine eligibility for credit card debt assistance programs and provide information on available programs and criteria.
• Call Duration Management: Conduct efficient 1015minute calls while ensuring thorough evaluation—balance information gathering with rapport building.
• Rapport Building: Establish positive and empathetic connections with callers. Create a comfortable and trusting environment.
• Income Verification: Inquire about the caller's income to assess financial capacity. Verify and document income details for program qualification.
• Document Collection: Guide callers in collecting necessary documents for program evaluation. Ensure accuracy and completeness of documentation.
• Effective Communication: Communicate clearly and professionally with a supportive tone. Explain processes and requirements comprehensibly.

Requirements

• 13 years of experience
• Strong communication skills in English and Spanish.
• Proficiency in Google Sheets MS Outlook and Excel.
• Experience with CRM software preferably Pipedrive.
• Familiarity with Aircall and Airtable.
• Ability to work well in a team and independently.
• Eagerness to learn and contribute positively.