Axonified Employee Q: How would you describe your role? A: I’m part of the mortgage solutions team here at MCAP, so I’m a retention agent. I help customers with mortgage refinancing, renewals, updating the mortgages themselves, and selling MCAP’s home mortgage protection products. I also have a secondary role where I work as an escalation officer to ensure we meet customer expectations. In this role, I support my team by answering questions about our products and procedures. Q: How would you describe the day-to-day demands in a contact center environment? A: It can be very busy. Our job is to take calls and to assist clients. Sometimes there are fewer calls to take on a daily basis and sometimes there are more, but it’s generally busy. We’re often dealing with customers wh

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