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Sales Assistant Associate III - Chandler, AZ

Chandler, Arizona

Job Description:

Job Description:
The individual performing this role is responsible for the following activities:
• Provide best in class service to internal (employee) and external (client) callers regarding questions about Online Banking Enrollment/Access and Home Loan Navigator Access and Functionality
• Scope of call could include access, navigation or functionality of either Online Banking or Home Loan Navigator
• Assume ownership of the call/caller from inception to resolution, regardless of the elapsed time to solution
• Accurately complete a case record for each incoming call that details pertinent points regarding the call (e.g., caller, issue description, solution, etc.)
• Ask investigative questions to clearly and accurately identify the root issue/challenge
• Perform troubleshooting actions to identify the problem and resolve issues to meet First Call Resolution timeframes wherever possible (e.g., password issue/reset, describe system functionality, etc.)
• Determine when there is a need to engage technical support (i.e., Remedy Tickets)
• Identify the potential need for internal communication (i.e., HLN related topics that business partners would need to be aware of)
• Complete outbound follow up calls to caller when case requires extended research and/or completion of a Remedy Ticket
• Support standard Concierge inbound/outbound calls when capacity allows

The ideal candidate must be highly self-motivated, proactive, be attentive to detail and have good documentation and communication skills to interact with clients and partners such as Sales or Fulfillment employees. Ability to troubleshoot issues to drive down to root cause. Ability to think of process improvements and identify potential system gaps/defects.

Required Skills:
• Prior experience in a call center/production support environment to include ability to meet deadlines/call center metrics (e.g., speed of answer)
• Strong communication skills (verbal and written) with ability to speak with internal and external callers
• Strong attention to detail to adequately summarize the purpose of the call, actions taken and description of technical issues
• Strong organizational skills with the ability to track and prioritize numerous tasks
• Proactive personality with a proven track record of following through and delivering on responsibilities
• Highly adaptive to change in process and/or procedure
• Good ability to navigate ambiguity and quickly establish credibility
• Good at handling clients and can demonstrate empathy to client situations and challenges
• Ability to make service related decisions to ensure the best call experience (e.g., when to keep the client on the line, when to set follow up dates/times, etc.)
• Ability to work on a rotational basis to ensure coverage

Desired Skills:
• Experience with standard Concierge inbound/outbound call types
• Knowledge of iFulfill and Consumer Lending Mortgage products
• Knowledge of Home Loan Navigator features and functionality
• Experience with Synergy
• Understanding of SharePoint
• Working knowledge of Microsoft products (e.g., Word, Outlook)
• Strong analytical skills
• A proactive approach to problem solving and innovative thinking

Full / Part Time: Full time

Hours Per Week: 40

Shift: 1st or 2nd


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: No


Talent Acquisition Contact:

Referral Bonus:

Street Address

Primary Location:
2595 W Chandler Blvd, AZ, Chandler, 85224