Customer Service Representatives for Cebu Onsite Urgent Hiring 200 Agents!

About Us
Moder was founded in December 2020, with the mission to positively impact the financial health of companies in need by powering their in-house processes using top talent, workflow best practices, and progressive technology.

We are a tech forward outsourcing company specializing in supporting the US mortgage, insurance, and banking industries.

Moder offers end-to-end or component-based outsourcing. We can do everything from managing one off projects to becoming an extension of your customer service or operations team.

Our team is built by outsourcing industry experts who’ve been on the client and provider sides. They bring decades of experience in financial services and expect the highest caliber of service and delivery from our team.

We’re a company based in the US with offices in India, and the Philippines.

Job Overview
We are looking for customer service representatives that will act as a liaison, provide product/service information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Successful CSR’s are patient, empathetic, and passionately communicative. Everyday customer service representatives will put themselves in their customer’s shoes and advocate for them when necessary. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

This role will be reporting to the Team Lead in Operations for Mortgage Servicing.

Job Role & Responsibilities
• Deliver excellent customer service, responding to a variety of calls and emails from the US
• mortgage servicing industry
• Use knowledge obtained in training to locate answers in a knowledge database to respond to
• customer's mortgage related requests
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Reach personal, team, and contact center performance targets
• Take ownership of all customer inquiries and proactively follow through to ensure resolution
• Keep records of customer interactions, process customer accounts, and document appropriately
• Navigate multiple computer systems and applications, and utilize search tools to provide information to customers
• Follow communication procedures, guidelines, and policies

Qualifications & Experience
• College graduates, college undergraduates, or associate degree graduates
• Must have at least 6-12 months of work experience in BPO industry (BFSI industry a plus)
• Experience handling voice (inbound or outbound) calls (Banking/Finance industry a plus)
• Work onsite in Cebu City
• Excellent attention to detail
• Strong verbal and written English communication skills
• Basic computer navigation skills

Benefits
• Paid Training
• Competitive Base Pay
• Miscellaneous Allowance
• Paid Time Off
• Paid Holidays
• HMO Benefits
• Employee Referral Bonus
• Excellent Growth and Advancement Opportunities

This role will be working onsite in Mandaue City, Cebu.