Customer Service Representative

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

📋 Description

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

• Analyze mortgage account details across various systems to address inquiries, identify problems, and ascertain suitable solutions.

• Verify and update customer contact and account information.

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

• Refer complex matters to managers, support representatives, or other departments as needed.

• Record customer interactions and actions taken in account documentation.

• Investigate customer issues and collaborate with internal teams to guarantee timely and accurate resolutions.

• Assist customers in understanding billing inquiries and liaise with Collections or other divisions as necessary.

• Introduce customers to relevant products and services provided by clients when appropriate.

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

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

⛳️ Requirements

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

• Experience in mortgage servicing, financial services, or a related industry is preferred.

• High school diploma or equivalent is required.

• Excellent customer service and communication abilities.

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

• Strong attention to detail and capability to maintain precise account documentation.

• Basic math and problem-solving competencies.

• Ability to research information, evaluate customer issues, and decide on appropriate next steps.

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

• Availability to work Monday through Friday, from 11:00 a.m. to 8:00 p.m. ET.

• Willingness to work one Saturday every four weeks, from 9:00 a.m. to 3:00 p.m. ET, with a scheduled weekday off.

• Occasional mandatory overtime may be required.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401k

• PTO/paid sick leave

• Employee stock purchase plan

• Inclusive, people-first workplace culture