Remote Mortgage Customer Service Representative
$25,168,000–$33,488,000 year
RemoteUnited States or US
Job Summary
Handle inbound customer calls for mortgage clients in a courteous, timely, and professional manner. Listen to customers, understand their needs, and resolve support issues while ensuring first call resolution through effective problem solving. Escalate complex issues to appropriate staff or managerial personnel as needed. Utilize knowledge base and training to accurately answer questions, then create and maintain accurate customer CRM records and document call resolutions in appropriate systems. Strictly follow client processes for handling financial inquiries and comply with requirements surrounding confidential information. Adhere to all required scripts, policies, procedures, and attendance schedules.
Required Qualifications
- Must be 18 years of age
- High School Diploma or Equivalent
- The ability to multi-task using multiple screens and systems while talking on the phone with customers
- The ability to type swiftly and accurately 30-45 Words per minute
- The ability to read and speak English fluently
- Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint)
- Excellent organizational, written, and oral communication skills
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Strong team orientation and customer focus with a positive attitude
- Highly reliable with the ability to maintain regular attendance and punctuality
- Aptitude for issue identification and problem solving
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- An aptitude for conflict resolution and problem solving
- The ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handling
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Relevant experience in banking or financial services is a plus
- Experience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.