Customer Service Representative

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

📋 Description

• Answer and manage incoming telephone calls and service requests related to mortgage and escrow accounts.

• Address customer inquiries concerning mortgage loan servicing, escrow accounts, billing, and payment processing.

• Refer intricate issues to management for assessment and resolution.

• Investigate and analyze account details and sources to provide accurate responses to customers.

• Handle inquiries via phone, email, and face-to-face interactions.

• Mitigate dissatisfaction among customers and apply service recovery techniques.

• Accurately document customer account information across mortgage and accounting platforms.

• Efficiently organize, prioritize, and manage a high volume of work.

• Stay informed about the mortgage lifecycle and pertinent regulatory and compliance standards.

⛳️ Requirements

• A minimum of three years of extensive experience in mortgage servicing.

• Escrow experience is mandatory.

• Proven understanding of the complete mortgage process.

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

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

• Familiarity with exemplary customer service practices and principles.

• Exceptional verbal and written communication abilities.

• Strong interpersonal skills and a positive customer relations attitude.

🏝️ Benefits

• Opportunities for professional development and advancement.

• Comprehensive health and wellness benefits.

• Flexible work schedule options.

• Supportive and collaborative work environment.