CUSTOMER SERVICE REP. - Remote
RemoteUnited States
Job Summary
Receive and process telephone calls and service requests from customers regarding mortgage and escrow accounts, resolving inquiries on loan servicing, billing, and payment processing. Utilize mortgage and accounting systems to research, review, and document account information while de-escalating dissatisfied customers and implementing service recovery strategies. Escalate complex problems to leadership and maintain demonstrated working knowledge of the mortgage lifecycle and regulatory guidelines. Organize, prioritize, and process a high volume of work accurately and efficiently using industry tools like Fiserv and Encompass. Requires three years of mortgage servicing experience with one year in a high-volume call center. Schedule is 9 a.m. to 6 p.m. or 10 a.m. to 7 p.m. EST, remote.
Required Qualifications
- Three years' broad mortgage servicing experience
- escrow experience
- Demonstrated knowledge of the end-to-end mortgage process
- One year of experience in a high-volume call center environment
- Demonstrated proficiency in common mortgage industry business support tools and financial services technology
- Working knowledge of and demonstration of 'best-in-class' customer service practices and principles
- Excellent verbal and written communication skills
- Strong customer relations disposition and interpersonal skills
- Must be able to lift 50 lbs
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.