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Become A Servicer

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Working As A Servicer

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $79,000

    Average Salary

What Does A Servicer Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Servicer

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Servicer Demographics

Gender

Male

58.6%

Female

28.4%

Unknown

13.0%
Ethnicity

White

62.2%

Hispanic or Latino

14.6%

Black or African American

13.5%

Asian

7.0%

Unknown

2.7%
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Foreign Languages Spoken

Spanish

80.0%

Carrier

20.0%

Servicer Education

Schools

City Colleges of Chicago-Malcolm X College

10.3%

Coyne College

7.7%

University of Alabama

5.1%

Robert Morris University

5.1%

Washington College

5.1%

South College

5.1%

City Colleges of Chicago-Kennedy-King College

5.1%

Tri-County Technical College

5.1%

Cuyahoga Community College

5.1%

Colorado Technical University

5.1%

University of Phoenix

5.1%

Erie Community College

5.1%

Indiana University of Pennsylvania

5.1%

Lindenwood University

5.1%

Greenville Technical College

5.1%

Prairie State College

5.1%

Louisiana State University and A&M College

2.6%

Alamance Community College

2.6%

Northeastern State University

2.6%

Texas College of Cosmetology

2.6%
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Majors

Business

14.6%

Criminal Justice

12.5%

Automotive Technology

7.3%

Accounting

7.3%

General Studies

7.3%

Precision Metal Working

5.2%

Electrical Engineering

5.2%

Management

4.2%

Computer Science

4.2%

Medical Assisting Services

4.2%

Graphic Design

4.2%

Nursing

4.2%

Plant Sciences

3.1%

Economics

3.1%

Education

3.1%

Electrical Engineering Technology

2.1%

General Education, Specific Areas

2.1%

Pharmacy

2.1%

Mechanical Engineering

2.1%

Computer Information Systems

2.1%
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Degrees

Other

43.6%

Associate

18.6%

Bachelors

18.6%

Certificate

10.9%

Diploma

3.8%

Masters

2.6%

License

1.9%
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Top Skills for A Servicer

  1. Safety Procedures
  2. Customer Service
  3. Oil Changes
You can check out examples of real life uses of top skills on resumes here:
  • Use material handling equipment in accordance with standard operating and safety procedures.
  • Recuperate payments Call debtors Customer service Skip trace Collect documents from debtor Service accounts
  • Perform basic and detailed automotive maintenance such as oil changes, tune ups, preventive checks, engine performance upgrades.
  • move buses around on property bus transfers pick up parts clean buses
  • Drive buses and operate forklift.

How Would You Rate Working As a Servicer?

Are you working as a Servicer? Help us rate Servicer as a Career.

Top Servicer Employers

Jobs From Top Servicer Employers

Servicer Videos

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Mortgage Checkup: Pooling and Servicing Agreement litigation

What it Means to be a Seller/Servicer

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