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Direct Lending Concierge

Randstad Corporate Services Troy, MI
  • Expired: 17 days ago. Applications are no longer accepted.

The Contact Center Representative (“CCR”) will be responsible for making outbound calls to targeted lending customers, and answering inbound telephone calls from lending customers regarding a new mortgage or questions and issues on their current loans (e.g. payment information, online support, payment options, document questions). This position will be primarily responsible for making warm and cold outbound calls to customers and potential customers on lead lists relative to current direct lending sales campaigns. Through the course of these conversations, the CCR will transfer the call to the appropriate department to assist them and also create detailed documentation to ensure inquiries are handled in an accurate and timely manner.

Job Duties:

  • Provide customers with information and education about basic products and services to generate additional revenue
  • Create sales referrals that include detailed prospect and product information
  • Transfer customers to licensed loan officers to answer questions and overcome customer objections in order to close sales opportunities
  • Amount of time spent in Sales, Customer Service and Operations/Training will be variable based on day to day business needs
  • Handle general customer inquiries and transfer to the appropriate area for resolution
  • Use problem solving skills, paired with knowledge of procedures, to identify and communicate appropriate, accurate solutions to customers
  • Escalate issues to management and/or second levels appropriately
  • Document case details in a thorough, accurate manner
  • Capture complaint and Voice of the Customer feedback
  • Document and perform customer account maintenance
  • Meet and exceed customer satisfaction expectations

Qualifications and Skills:

  • 1 year customer service, mortgage industry, or call center experience
  • Mortgage experience preferred
  • Sales experience preferred
  • Excellent verbal and written communication skills, as well as strong listening skills.
  • Must have good telephone technique with well-developed customer service skills.
  • Exceptional analytical and problem solving skills and an ability to think quickly under pressure.
  • Demonstrated ability to look for ways to improve and promote quality.
  • Ability and willingness to work in a team environment.
  • Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
  • Ability and willingness to work the varying shifts including evenings and weekends.


  • HS Diploma/GED Required

Randstad Corporate Services

Why Work Here?

A culture that thrives on respect, upward mobility, Detailed training and community partnership!

Randstad North America is a wholly-owned subsidiary of Randstad Holding N.V., a € 23.3 billion global provider of HR services. Through its unique approach of delivering HR innovation with human interaction at the center, Randstad secures and manages a workforce of more than 100,000 people for thousands of clients each week. As a trusted partner in the post-digital world of talent, Randstad advances the careers and business success of our candidates and clients through a combination of the best of high-tech and high-touch processes. Employing over 6,500 recruiting experts through approximately 1,100 offices and client-dedicated locations, Randstad North America provides outsourcing, staffing, consulting and workforce solutions within the areas of engineering, finance and accounting, healthcare, human resources, IT, legal, life sciences, manufacturing and logistics, office and administration and sales and marketing. Learn more at The Randstad Group is a global leader in the HR services industry and specialized in solutions in the field of flexible work and human resources services. We support people and organizations in realizing their true potential. Our services range from regular temporary Staffing and permanent placements to Inhouse Services, Professionals, and HR Solutions (including Recruitment Process Outsourcing, Managed Services Programs, and outplacement). At year-end 2017, Randstad had 38,331 corporate employees and 4,858 branches and Inhouse locations in 39 countries around the world. In 2017, Randstad generated revenue of € 23.3 billion. Randstad was founded in 1960 and is headquartered in Diemen, the Netherlands. Randstad N.V. is listed on the NYSE Euronext Amsterdam, where options for stocks in Randstad are also traded. For more information, see


Troy, MI