Factual Data Customer Service Representative - Niwot - job 675895

Factual Data

Date: 04/07/2021

City: Niwot, Colorado

Salary: $16 per hour

Employment type: Full-time

Overview:


TITLE:
Customer Support Processor



REPORTS TO:
Department Manager or equivalent


STATUS: Hourly



LOCATION:
Position is currently remote. Employees may be asked to report to our physical location in Loveland, CO



SCHEDULE:
Full-Time, 40 hours/week, 9:00 AM - 6:00 PM MST

*Mandatory 2-week paid training M-F, 7:00 AM – 3:30 PM*





Are you looking for a Monday-Friday schedule, working from home for a business in the professional financial services industry?





Factual Data is a trusted provider of credit, risk mitigation, flood and verification services to the mortgage lending industry. Leveraging innovative technology and deep industry experience, Factual Data provides accurate risk evaluation with greater efficiency. With over 30 years of experience helping businesses verify the information that supports their most critical decisions, Factual Data has the expertise to be a partner on which lenders can rely. For information, please visit www.factualdata.com.




JOB SUMMARY
: As a Customer Support Processor you may be responsible for taking inbound calls and providing prompt, accurate and professional customer service in a fast-paced environment where information, processes and systems update regularly due to industry changes or technological enhancements. You may also be responsible for verifying information on credit reports as requested by our Mortgage Customers. You will communicate with our Customers (the mortgage lender) but also, the Borrower (who has applied for the mortgage with our Customers) and the Credit Grantor (who will verify the account information). Often, the Customer Support Processor coordinates phone communication between multiple parties, including the Borrower and Credit Grantor. The focus of the position is to assist the Mortgage Customer while complying with the FCRA and internal guidelines and procedures.




We offer full, paid training, in a virtual environment. The classroom experience offers explanation, role play, and hands on practice. Once out of training you will meet with your team lead regularly to review your quality of work and related customer service skills. Annually, you will receive performance evaluation which will be completed by your department Supervisor and/or Manager. Factual Data strives to promote from within. There are many opportunities for advancement and continued development!
Responsibilities:


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




  • Communicate information to internal and external customers in a professional and upbeat manner to ensure they have a great experience


  • Update and verify information on credit reports


  • Generate accurate responses to customers, while maintaining quality, productivity and time service standards


  • Maintain a very positive attitude on the phone


  • Exhibit empathy for the customer's problems and understand their needs


  • Develop an understanding of Factual Data's proprietary software and third-party software that interface with our systems


  • Independently troubleshoot customer’s requests and utilize resources such as training manuals and literature while working with colleagues, senior representatives, and management to provide solutions


  • Adhere to and be compliant, if applicable, with FDCPA, FCRA, FACTA, HIPAA, EFTA, TCPA, as well as all other federal, state and local laws, and company policies and procedures


  • Abide by all policies as outlined within CBC Companies’ Employee Handbook


  • Other duties as assigned


Qualifications:

  • Excellent communication and interpersonal skills with an affinity for being on the phone


  • A friendly, positive, and energetic demeanor, with a strong ability to empathize


  • Solid problem-solving capabilities and analytical ability


  • An eagerness to learn, adapt to daily challenges, and improve personal skillset


  • Strong organizational and follow-through skills, with a high attention to detail


  • Ability to positively and proactively handle customer concerns and prioritize multiple tasks


  • High level of ownership, accountability, and initiative


  • Ability to respond to evaluative feedback and constructive criticism in a positive manner and make necessary adaptations for success





REMOTE WORK REQUIRMENTS:




  • Stable broadband/high-speed internet connection for teletraining and online learning


    • Mobile hotspot not accepted


  • Experience with teleconferencing



  • Access to a quiet workspace




  • Broadband Internet that uses DSL, fiber optics, or cable.
    Avoid over-the-air or fixed

    broadband, which delivers internet over airwaves.


  • Minimum standards for internet speed, latency, and WiFi include:





Download Speeds




100 mbps or more






Upload Speeds




10 mbps or more






Ping Latency
(time for data to travel)




50 ms or less






WiFi Signal




60-70 dBm






WiFi Protocol




802.11ac or 802.11ax








  • Use a router or modem capable of hosting multiple devices.
    This is especially true if others

    at home are downloading or streaming, too.


Visit www.speedtest.net and follow the prompts to run a speed test.





PAY
: $16.00 per Hour





PHYSICAL DEMANDS
:



While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use personal computer; use hands to finger, handle, or feel; and reach with hands and arms.





WORK ENVIRONMENT
:



While performing the duties of this job, the employee may sit 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:



Factual Data offers comprehensive benefits 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), PTO and paid holidays - plus employee referral bonuses, and role-based professional development opportunities.


Factual Data 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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