Sales Support Representative
Apex Systems is a global IT services provider and our consulting practice has an opening for a Sales Support Rep. This person will provide professional and prompt support to the Mortgage Contact Centre teams for a Top Five Bank.
Client: Big 5 Bank
Location: Remote: EST hours
Contract: 3 Month Rolling Contract
Terms: 37.5 hours/ week Strong possibility of extension or conversion based on project budget & candidate performance.
Application Process: Please send your resume in Word format to dyba@apexsystems.com and reference Sales Support Rep
As a Sales Support Representative, you will be accountable for providing professional and prompt support to the Mortgage Contact Centre teams that goes above and beyond for their clients.
You will perform a range of specialized functions using some independent judgment, investigate as required to complete internal and external customer requests and contribute to the overall effectiveness and efficiency of the team.
KEY ACCOUNTABILITIES
- Participate as a member of the admin team by sharing information and identifying/resolving concerns
- Ensure client inquiries and requests are solved while using a friendly tone and manner.
- Obtain complete information on the customer’s issue and decide upon the most appropriate solution available from a variety of options
- Perform clerical/administrative duties as necessary to complete the assigned task.
- Assist mortgage representatives as required
- Responsible for data entry of mortgage information
- Gather, process, and provide detailed and factual information, most of which must be verified for accuracy, summarized or condensed. Standard procedures or approaches provide clear guidance to the incumbent for decision making. Standard solutions may occasionally be adapted slightly to suit circumstances. Maintain a quality assurance process to eliminate the risk of fulfillment errors and ensure that the FLM team is compliant with governance and AML.
- Calculate and produce manual renewal offers
- Coordinate the mailing of Retention Communication Documents. This includes: MRO Letters, Renewal Offers and Retention Confirmation Letters.
- Ensure compliance with all regulatory training and work to ensure these programs and policies are applied consistently across the business. The incumbent will be personally responsible for compliance with all such regulatory and governance programs.
CROSS-FUNCTIONAL RELATIONSHIPS
- Internal and external communications at the operational and administrative level of addition and removing of data, reconciling inconsistencies and taking direction on any special requirements.
- Provides support and feedback to management unit(s) in understanding current issues and reconciliations.
COMPLIANCE REQUIREMENTS/RESPONSIBILITIES
- As an employee of, the incumbent must comply with all applicable Line of Business policies, standards, guidelines and controls.
AUTHORITIES/DECISION RIGHTS
- As a key contributor to the business unit, this job has the authority to recommend changes to business processes in order to enhance operational efficiency and effectiveness.
JOB DIMENSIONS
- Strong verbal and written communication skills
- Experience communicating with external customers in a professional manner
- Developed listening and interactive skills to communicate detailed information and explanations to customers that require assistance
- Knowledge/working experience within a call Centre environment
- Flexible with working hours
- Ability to take initiative and work efficiently with only general guidelines and supervision
KNOWLEDGE AND SKILLS
- Detailed knowledge of mortgage involving familiarity with practices, processes, and terminology.
- Basic knowledge of computer systems sufficient to retrieve information, as well as manage documents with detailed formatting. Asset to be knowledgeable with applications such as COINS, Plexus, CRM, Target and Outlook.
- Working knowledge of a number of closely related administrative operations and procedures sufficient to troubleshoot or investigate processing problems or delays.
- Interactive skills sufficient to convey factual information on issues which require considerable explanation.
- Basic influential skills sufficient to encourage teamwork and cooperative effort in others and resolve minor procedural disagreements with other staff and occasionally with customers.
- Writing skills sufficient to prepare standard and detailed information.
- Self-planning skills sufficient to schedule own tasks, while accommodating changing priorities and establish a timetable for completion while working within the context of established work plan
- Proven ability to handle pressure created due to high volumes and aggressive performance targets of the sales team
- Speed and accuracy in document production is required
- Strong team player who supports team and corporate initiatives
- Demonstrated communication skills sufficient to convey explanations to internal and external clients in a professional manner
