Phone Service Representative

Wachovia Corporation (NYSE:WB) is one of the nation?s largest diversified financial services companies, providing 13.4 million household and business relationships with a broad range of banking, asset management, wealth management and corporate and investment banking products and services. Wachovia has retail and commercial banking operations in 16 states with 3,109 offices from Connecticut to Florida and west to Texas and California. Two core businesses operate under the Wachovia Securities brand name: retail brokerage in 49 states and in Latin America, and corporate and investment banking in selected industries nationwide. Globally, Wachovia serves clients through more than 40 international offices. Online banking is available at wachovia.com; online brokerage products and services at wachoviasec.com, and investment products and services at evergreeninvestments.com. Wachovia had assets of $553.6 billion, market capitalization of $86.0 billion and stockholders? equity of $48.9 billion at June 30, 2006.

FirstPlace, a division of Wachovia?s Human Resource Group, offers contract/temporary and temp-to-perm opportunities within Wachovia. You can also earn tenure towards Wachovia benefits while working in a contract position. What a great chance to get your foot in the door at one of the nation?s leading financial institutions.

In this position, you will be working in an inbound call center, supporting the Mortgage Servicing Division. You will assist customers by answering questions, resolving problems and processing payment requests via check writer. You will navigate through software applications and systems; input and retrieve account information; receive and place routine telephone calls; probe for customer clarification; troubleshoot customer issues; and identify trends and needs. You will also establish quality customer relationships with internal and external clients and contacts; interpret new information about changing procedures, scripting and regulations; ensure services required are in compliance and follow best practices; and perform related duties as assigned or requested. You will perform duties under direct supervision, aid in the control of consumer delinquency, use all available resources to contact assigned customers and use influence and counseling skills to educate customers on their alternatives and ramifications of their actions. In addition, you will use multiple product knowledge, review collection screens to quickly analyze account situations, use analytical skills to assess proper determination of account remedies, utilize problem solving skills to independently resolve problems in a timely manner, negotiate satisfactory payment arrangements, meet departmental goals and service level agreements, seek alternative solutions to enhance current processes and operate within Federal and State collection and credit reporting laws, as well as corporate guidelines and policies.

A high school diploma or equivalent experience is required. Two plus years? customer service experience in a call center or mortgage industry is preferred. You must have basic PC software application skills and excellent analytical, interpersonal, time management, verbal and written communication skills.

Wachovia recognizes and values the diversity of its employees, customers and business partners. EOE,M/F/D/V