Job description
scope of position
brokerage service center agent executes flawless operational performance, productivity, technical expertise, excellent customer service and constantly driving efficiency, supporting our vision and mission statement, making our promise real to all our customers.
key deliverables
proactively monitor the following key metrics to achieve the expected results:
1. employee satisfactioncomplete 52 hours training per year (4.5 per month).complete all mandatory training timely.
2. operational effectiveness
3. product opa audit result – perform consistently at the highest level.
general responsibilities
4. exemplify and teach our culture, mission and goals.
5. follow the 10 critical success factor.
6. contribute to build healthy cross-functional relationship and work environment, promote team spirit and cohesiveness in the department.
7. comply with the dress code policy.
8. for new employees, ensure the new hire operations training.
9. own your self-development. Prepare, follow-up and execute on your personal development goals.
operations
10. comply with company controls, policies, procedures, processes including the credit policy.
11. properly use all expeditor systems and tools.
12. understand and make sure the expectations on customer job aid sop are comply.
13. participate in meetings when as needed.
14. make sure that files are logged correctly and timely with proper codes, trace types and events.
15. ensure that all emails and other correspondence are handled timely (within 1 hour) and professionally.
16. meet kpi standards in accordance with the company’s processes (ops).
17. contribute to operational effectiveness and comply with district excellence metrics applicable for your process.
18. escalate issues to lead, supervisor or manager as needed.
security, health and safety
19. responsible to inform immediately to the branch’s health and safety representative any unsafe condition that could put employees at risk in the workplace as well as any incident or accident.
qualifications
to be the most effective in this position we are looking for the following skills and experience:
20. 3 months to 1-year related experience in data entry and/or training; or equivalent combination of education and experience. (preferred)
21. customer satisfaction oriented.
22. good interpersonal and communication skills, ability to communicate at all levels written and oral communication and presentations.
23. develop and maintain a professional relationship with clients, service providers and employees.
24. time management and attention to detail oriented.
25. ability to complete work within standard procedures, guidelines and office policies.
26. self-driven personality.
27. good computer skills, (excel, word), ability to learn other computer systems and tools.
28. english fluency 60%.
29. teamwork player.
30. commitment to exemplify our culture at all times.