Customer Service Representative

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

📋 Description

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

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

• Verify and update customer contact details and account information.

• Assess customer issues and take necessary corrective actions based on established guidelines and available resources.

• Forward complex matters to managers, support team members, or different departments.

• Record customer interactions and actions taken in account documentation.

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

• Assist customers with billing inquiries and collaborate with Collections or other divisions as needed.

• Introduce customers to applicable client products and services when suitable.

• Achieve call management, quality, productivity, and regulatory standards.

⛳️ 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 field is preferred.

• High school diploma or equivalent is mandatory.

• Excellent customer service and communication abilities.

• Capable of navigating multiple computer systems and screens while assisting customers.

• Strong attention to detail with a commitment to maintaining precise account documentation.

• Basic mathematical and problem-solving skills.

• Proficient in researching information, analyzing customer issues, and determining suitable next steps.

• Availability to work Monday through Friday, from 11:30 a.m. to 8:00 p.m. ET.

• Required to work one Saturday every four weeks, with a scheduled weekday off from Tuesday to Thursday.

• Flexibility to accommodate occasional mandatory overtime.

• Must be able to complete the three-week training program from 9:00 a.m. to 6:00 p.m. ET.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• PTO/paid sick leave

• Employee stock purchase plan

• Inclusive, people-first workplace culture

• Equal opportunity employment