Customer Service Desk Agent (Mortgage Support) at Unisys in Salt Lake City, UT

Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced, call center environment? Unisys is seeking a dedicated and skilled Customer Service Desk Agent to join our team in Salt Lake City, UT, providing crucial mortgage support. If you have a knack for problem-solving, excellent communication skills, and a desire to help people, this could be the perfect opportunity for you.

Role Overview

As a Customer Service Desk Agent, you will be the first point of contact for customers seeking assistance with their mortgage-related inquiries. You will be responsible for answering and routing calls, diagnosing issues, providing accurate information, and resolving complaints. Your goal is to ensure every customer interaction is positive and efficient, enhancing their overall experience with Unisys.

A Day in the Life

Here’s what a typical day might look like for a Customer Service Desk Agent:

• Answering and Routing Calls: You'll start your day by logging into the call routing system and preparing to handle incoming calls. You'll greet customers warmly and direct them to the appropriate departments or specialists based on their needs.
• Problem Solving: A customer calls with a question about their mortgage statement. You'll use your knowledge of mortgage products and services to diagnose the issue and provide a clear, accurate explanation.
• Customer Engagement: You take the time to build rapport with each customer, making them feel valued and understood. You actively listen to their concerns and tailor your responses to their specific situation.
• Documentation: After each call, you'll meticulously document the interaction in the CRM system, noting the customer's issue, the solution provided, and any follow-up actions required.
• Follow-Up: You schedule a callback for a customer who needs additional assistance or escalate a complex issue to a higher-level support team.
• Adhering to Scripts: While following standardized scripts to ensure consistency, you also adapt your responses to address the unique needs of each customer.
• Managing Call Escalations: You recognize when a customer’s issue requires escalation to a supervisor and handle the process smoothly and professionally.
• Maintaining Professionalism: Throughout the day, you maintain a courteous and respectful demeanor, even when dealing with challenging customers.
• Multi-tasking: You're adept at speaking with customers while simultaneously filling out tickets and navigating multiple systems.

Why Salt Lake City, UT?

Salt Lake City offers a unique blend of urban amenities and outdoor adventures, making it an attractive place to live and work. Here are a few reasons why Salt Lake City is a great location:

• Outdoor Recreation: Surrounded by the stunning Wasatch Mountains, Salt Lake City provides easy access to world-class skiing, hiking, and mountain biking.
• Affordable Living: Compared to other major metropolitan areas, Salt Lake City offers a relatively affordable cost of living, particularly in terms of housing.
• Thriving Job Market: Salt Lake City has a strong and growing economy, with opportunities in various industries, including technology, healthcare, and finance.
• Cultural Attractions: The city boasts a vibrant arts and culture scene, with numerous museums, theaters, and music venues.
• Family-Friendly Environment: Salt Lake City is known for its excellent schools, family-friendly activities, and safe neighborhoods.

Career Path

At Unisys, we are committed to the growth and development of our employees. The Customer Service Desk Agent role can serve as a stepping stone to various career paths within the company. Here are a few potential advancement opportunities:

• Senior Customer Service Agent: With experience and proven performance, you can advance to a senior role, handling more complex issues and providing mentorship to junior agents.
• Team Lead: You can move into a leadership position, overseeing a team of agents and ensuring performance targets are met.
• Quality Assurance Specialist: You can focus on evaluating customer interactions and identifying areas for improvement, ensuring high-quality service.
• Training Specialist: You can leverage your expertise to train new agents and develop training programs to enhance their skills.
• Mortgage Specialist: With additional training and certification, you can transition into a specialized role, providing expert support on mortgage-related issues.

Salary & Benefits

The estimated salary range for a Customer Service Desk Agent in Salt Lake City, UT, is between $35,000 and $45,000 per year. Unisys also offers a comprehensive benefits package, including:

• Comprehensive health insurance (medical, dental, and vision)
• Paid time off (PTO) and holidays
• Retirement savings plan with company match
• Employee assistance program (EAP)
• Life insurance and disability coverage
• Opportunities for professional development and training
• Employee discount programs
• Flexible spending accounts (FSA)
• Health savings accounts (HSA)
• Wellness programs
• Tuition reimbursement
• Paid parental leave
• Employee referral bonus program
• Performance-based bonuses
• Career advancement opportunities within Unisys
• A supportive and inclusive work environment

Unisys Culture

Unisys is proud to be an equal opportunity employer committed to creating a diverse and inclusive work environment. We value our employees and strive to provide a supportive and collaborative culture where everyone can thrive. We believe in fostering innovation, promoting teamwork, and recognizing individual contributions.

How to Apply

If you are ready to take the next step in your career and join the Unisys team, we encourage you to apply online through our careers website. Please submit your resume and a cover letter highlighting your relevant experience and skills. We look forward to reviewing your application!

FAQ

1. What are the key responsibilities of a Customer Service Desk Agent?

   Key responsibilities include answering and routing calls, problem-solving, providing accurate information, resolving complaints, documenting interactions, and maintaining professionalism.

2. What qualifications are required for this role?

   A high school diploma or GED is required. Technical certification or an Associate Degree may be preferred. 1-2 years of experience in a related field and call center experience are also necessary.

3. What skills are important for success in this role?

   Important skills include communication, problem-solving, customer service, active listening, multi-tasking, and adaptability.

4. What is the typical career path for a Customer Service Desk Agent at Unisys?

   Potential career paths include Senior Customer Service Agent, Team Lead, Quality Assurance Specialist, Training Specialist, and Mortgage Specialist.

5. What benefits does Unisys offer?

   Unisys offers a comprehensive benefits package, including health insurance, paid time off, retirement savings plan, employee assistance program, and more.

6. Is this role remote?

   No, this is an in-office role located in Salt Lake City, UT. Maintaining in-office adherence is a requirement.

7. What is the work environment like at Unisys?

   Unisys provides a supportive and inclusive work environment that fosters innovation, teamwork, and individual growth.

8. What is the interview process for this role?

   The interview process typically includes a phone screening, followed by one or more in-person or virtual interviews with the hiring manager and other team members.

9. Does Unisys provide training for this role?

   Yes, Unisys provides comprehensive training to ensure you have the knowledge and skills necessary to succeed in your role.

10. How does Unisys support diversity and inclusion?

    Unisys is an equal opportunity employer committed to creating a diverse and inclusive work environment where everyone feels valued and respected.