Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Handles and manages incoming telephone calls and service requests from customers related to mortgage and escrow accounts.

• Tasked with effectively addressing customer inquiries concerning mortgage loan servicing, escrow accounts, billing, and payment procedures.

• Refers more intricate issues to leadership for assessment and resolution.

• Utilizes various mortgage and accounting systems to thoroughly research, review, and document details of customer accounts.

• Consistently exhibits outstanding customer service skills, including active listening and the ability to clarify complex concepts through phone, email, and in-person interactions.

• Adeptly de-escalates dissatisfied customers, applies suitable service recovery strategies, and escalates issues to leadership when needed.

• Applies strong analytical, problem-solving, critical thinking, and judgment skills to ensure the information provided to customers is accurate and comprehensive.

• Efficiently organizes, prioritizes, and processes a substantial workload with precision.

• Proficient in standard mortgage industry business support tools and financial services technology (e.g., Microsoft Office, Outlook, Fiserv, Encompass, etc.).

⛳️ Requirements

• Minimum of three years of extensive mortgage servicing experience; escrow experience is essential!

• Proven understanding of the complete mortgage process.

• At least one year of experience in a high-volume call center setting.

• Demonstrated expertise in standard mortgage industry business support tools and financial services technology.

• Familiarity with and application of “best-in-class” customer service practices and principles.

• Outstanding verbal and written communication abilities.

• Strong customer relations skills and interpersonal abilities.

🏝️ Benefits

• Health insurance

• Professional development opportunities