Job Opportunities in Philippines

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 oneoff 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 Operations Manager.
Job Role & Responsibilities

• o Manage Team consisting of 12-20 residential mortgage resources from loan servicing
• o Monitor and send daily production emails with quality/production tips, current production challenges, plans to maintain Service Level Agreements, etc
• o Motivate and lead the team to success using recognition, team-building activities, and positive reinforcement set and manage production and quality expectations
• o Pipeline Management to ensure SLA metrics are met each day
• o Communicate and interact with the other managers, as well as the Quality Review and Performance
• o Handle team members One-on-One coaching sessions to identify and track improvement, hold daily/weekly huddles to discuss results from previous days, changes, etc
• o Function as a SME and lend assistance for questions and scenarios, ensure trends are provided to Unit Manager for the implementation of job aids, training tool updates, etc
• o Develop and implement a timeline to achieve targets
• o Train team members to maximize their potential
• o Empower team members with skills to improve their confidence, product knowledge, and communication skills
• o Conduct monthly performance reviews
• o Contribute to the growth of the company through a successful team

Qualifications & Experience

• Minimum Senior High Graduate
• Experienced in handling a team in the BPO for 2 years
• Excellent Communication skills
• Work onsite in Mandaue City
• Excellent attention to detail
• Strong verbal and written English communication skills
• Basic computer navigation skills

Job Type: Full-time
Pay: Php35,000.00 - Php40,000.00 per month
Benefits:

• Company events
• Free parking
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Overtime

Supplemental Pay:

• 13th month salary
• Bonus pay
• Overtime pay
• Performance bonus