POSITION TITLE: Associate, Consumer Direct Operations - Call Screeners - APAC
Position Summary:
The Call Screener plays a vital role in supporting the Sales Team by identifying potential leads. This position involves answering inbound calls and making outbound calls to screen prospects, gather relevant information and determine their interest in the products or services offerered. The Call Screener serves as the first point of contact, ensuring a positive impression and seamlessly transferring qualified leads to the Sales Team.
Job Functions and Responsibilities:
- Pre-qualify eligible customers for refinancing or purchasing home loan with PHH and Liberty Reverse Mortgage.
- Transfer qualified leads to licensed loan officers in their state.
- Maintain a polite, professional and engaging demeanor on every call.
- Document call outcomes and update lead information in the database.
- Provide basic product information to potential customers.
Qualifications:
- Open to undergraduates with 6 months BPO experience.
- Must be fluent in English and have excellent communication skills.
- Preferably with 2 – 3 years mortgage experience.
- Experience in telemarketing, customer service or sales.
- Ability to handle high call volumes while maintaining quality interactions.
- A results oriented attitude with the ability to work in a fast paced environment.
- Flexible and adaptable to change.
- Computer knowledge (Microsoft Office, understanding of network systems) preferred.
- Ability to work overtime and render rest day overtime as required.
- No documented disciplinary action in the past 6 months.
- Should have an Appraisal rating of ‘Fully Meets Expectations’ or above in the last completed performance cycle.
- Should have completed 9 months in the organization and 9 months in the current role
Work Schedule:
- Night shift
- Scheduled shift changes as a result of business needs (associate must be flexible)
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