Call Center Specialist

Orlans is seeking a Call Center Specialist in our Troy office.

Major Duties and Responsibilities:

• Client/Borrower Interaction (40%)

  • While adhering to company policies, procedures, and client requirements, login to the ACD Phone Queues that receive all inbound calls for the firm for all ten jurisdictions and clarify information and provide accurate response or direct the call to the appropriate person or department for handling.
    • Research information using policies, procedures and client requirements
    • Manage/resolve customer complaints
    • Identify and escalate issues to management
    • Document all call information according to standard operating procedures

  Compliance (40%)

  • Take Calls and Return voice mails left by callers in accordance with call procedures and client requirements.

  Administrative (20%)

  • Process/handle inbound emails and faxes received in various inboxes.
  • Perform other related duties as assigned including but not limited to updating client websites, drafting letters, saving documents to case management system and other miscellaneous tasks
  • Provide details regarding location, organization, etc.

  Job Requirements:

  • High school diploma or equivalent required.
  • High degree of customer service.
  • Advanced computer skills and ability to grasp new technologies.
  • Error-free data entry skills and detail oriented.
  • Ability to prioritize and multi-task frequently and/or shift focus quickly.
  • Appropriate email and telephone etiquette.
  • Ability to work efficiently as an individual in a team environment under the pressure of deadlines.
  • Quick learner.
  • Ability to adapt easily.

  Technology Required:

  Position requires Strong Windows and MS Windows and Office (including Word, Outlook, and Excel) experience required; knowledge of Adobe/Nuance Power PDF; Quadient software, being comfortable with new technologies/websites and should be an advanced technology/computer user.

Orlans is an Equal Opportunity Employer