Customer Service Specialist

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

📋 Description

• Deliver exceptional customer support and specialized products through both outbound and inbound calls.

• Execute pipeline management, set appointments, and engage in related activities to achieve production objectives and adhere to SLAs and customer service standards.

• Evaluate applicant information to assess customer eligibility for advantageous programs.

• Address customer needs and expectations during the first interaction whenever possible.

• Oversee work queues and document customer interactions, requests, and subsequent steps in record-keeping systems.

• Collaborate effectively while also working independently on ongoing and special projects.

• Clearly articulate processes and available benefits to customers.

• Adhere to sales processes and quality assurance standards for compliance.

• Achieve or surpass sales KPIs set by management.

• Maintain consistent and punctual attendance.

• Execute other related tasks as assigned.

• Function as an individual contributor without direct reports.

⛳️ Requirements

• High School Diploma or GED is required.

• An Associate Degree is preferred.

• A minimum of two (2) years of relevant experience and/or training is necessary.

• Strong attention to detail with the ability to prioritize tasks effectively while meeting deadlines.

• Proficient verbal and written communication skills are essential.

• Consistent and punctual attendance in alignment with company policies and procedures is required.

• Familiarity with standard office software (Word, Excel, PowerPoint) is expected.

• Capability to maintain the confidentiality of customers’ nonpublic information is essential.

• Excellent, clear, concise, and professional communication skills with customers are required.

• A strong desire to learn about the mortgage industry, products, lending practices, and regulatory guidelines is important.

• Ability to uphold a professional image and standards in accordance with company policies and procedures.

• Capacity to work independently and collaboratively in a fast-paced, dynamic environment is necessary.

• NMLS Safe Licensing is beneficial and may be required post-hire.

• NMLS and SAFE License within one year is preferred.

• Ability to sit and converse frequently; occasionally stand, walk, use hands, reach, and lift/move items up to 25 pounds.

🏝️ Benefits

• Equal employment opportunities and reasonable accommodations in line with applicable law.

• Reasonable accommodations may be provided for individuals with disabilities.