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Call Center Representative

Company: American Advisors Group
Location: Orange
Posted on: May 3, 2021

Job Description:

AAG, is the nation's leading reverse mortgage lender. The company is dedicated to giving seniors a better financial outcome in retirement through the responsible use of home equity. In addition to federally-insured Home Equity Conversion (Reverse) Mortgages, AAG offers a full suite of senior home equity solutions, including traditional and proprietary mortgages and real estate services. AAG has more than 1,300 employees and a national operating footprint with offices in California, Arizona, Texas, Georgia and New York.

AAG operates by core values of Caring, Driven and Ethical and has been ranked an Orange County Top Workplace every year since 2013. Through the AAG Foundation, the company provides support to AAG employees in need, seniors in the community, and victims of human trafficking, and encourages employee participation in AAG Foundation events through its volunteer-time-off program. Through the AAG Foundation and AAG's official employee engagement program, #ProjectInspire, employees are given a sense of higher purpose which both inspires and invigorates the workforce.

We reward hard work, promote from within and offer excellent training and career development. If this sounds like a company you are interested in joining, please review the job description below.

Customer Service Representative provides customer service support to the organization by building relationships with borrowers over the phone to assist in general inquiries, basic product knowledge, and a warm handoff to the Sales department. Responsible for providing an excellent standard of service and a high level of customer satisfaction.


  • Answers inbound and outbound calls for new and existing customers
  • Examines customer problems and implements appropriate corrective action to respond to customer requests
  • Escalates queries/requests for action as appropriate to supervisor or applicable department for immediate action
  • Enters customer data to accurately capture borrower's information
  • Handles calls and issues are predominantly routine, but may require knowledge and critical thinking skills outside of standard scripts or procedures
  • Assesses customer needs to recommend applicable products and services
  • Maintains product knowledge to assist with customer questions and to overcome any objections

  • Proficient Microsoft Office skills
  • Must be able to navigate a computerized data entry system or other relevant applications
  • Sales skills preferred and/or eager to learn sales skills such as objection-handling, active listening, and business acumen
  • Ability to work in a fast pace environment and multi-task effectively and efficiently
  • Ability to adapt in a changing environment
  • Strong listening skills to overcome customer objections
  • Strong verbal and written communication skills

Education/Certification/License Requirements

  • High School Diploma or equivalent

Working Experience

  • 1-2 years related experience in customer service/call center
  • Sales experience preferred

Keywords: American Advisors Group, Orange , Call Center Representative, Other , Orange, California

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