Customer Service Representative

This is a fully remote position, open to applicants in South Carolina.

📋 Description

• Engage directly with customers to comprehend their needs, address inquiries, resolve account issues, and deliver prompt solutions.

• Examine mortgage account details across various systems to clarify questions, identify problems, and ascertain suitable resolutions.

• Verify and update customer contact details and account information.

• Assess customer concerns and implement corrective measures in accordance with established protocols and available resources.

• Refer complex issues to managers, support representatives, or other relevant teams.

• Accurately document customer interactions and actions taken in account records.

• Investigate customer issues and collaborate with internal teams to ensure timely and precise resolution.

• Aid customers with billing inquiries and coordinate with Collections or other departments as needed.

• Present customers with relevant products and services provided by clients when appropriate.

• Achieve call-handling, quality, productivity, service, and regulatory standards.

⛳️ Requirements

• Minimum of 1 year of relevant experience in a call center or customer service setting.

• Preferred experience in mortgage servicing, financial services, or a related industry.

• High school diploma or equivalent is mandatory.

• Excellent customer service and communication abilities.

• Proficient in navigating multiple computer systems and screens while assisting customers.

• Strong attention to detail with the capability to maintain precise account documentation.

• Basic math and problem-solving skills are essential.

• Competence in researching information, analyzing customer issues, and determining appropriate next steps.

• Successful completion of a background check and credit check is required as a condition of employment, where permissible by applicable law.

• Availability to work Monday–Friday, 11:00 a.m.–8:00 p.m. ET, including a Saturday rotation.

• Ability to complete a three-week training program from 9:00 a.m.–6:00 p.m. ET.

• Occasional mandatory overtime may be necessary based on business requirements and call volume.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• PTO/paid sick leave

• Employee stock purchase plan

• Inclusive, people-first workplace culture