WAH Mortgage Customer Service Representative
$29,328,000–$33,800,000 year
RemoteUnited States or US
United States or USRemoteFull Time$29,328,000–$33,800,000 yearHigh School Or EquivalentLarge
Full TimeHigh School Or EquivalentLarge
Job Summary
Handle inbound mortgage customer calls in a courteous, timely, and professional manner, listening to understand needs and resolving issues through effective call handling. Escalate complex matters to appropriate staff or management as needed. Utilize knowledge base and training to accurately answer questions, then create and maintain accurate CRM records and document call resolutions in appropriate systems. Strictly follow client processes for financial inquiries, comply with confidentiality requirements, and adhere to all required scripts, policies, 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
- Experience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer
Additional Requirements
- 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
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