Customer Service Specialist

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

📋 Description

• Oversee pipeline management, set appointments, and engage in various activities that support the department's production targets and service level agreements (SLAs).

• Evaluate applicant data to assess eligibility for advantageous programs.

• Handle inbound and outbound customer calls, addressing needs effectively on the first interaction.

• Organize work queues and record customer interactions, requests, and subsequent actions in designated systems.

• Collaborate and work autonomously on routine and special projects.

• Clearly communicate procedures and available benefits to customers.

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

• Achieve or surpass sales key performance indicators (KPIs) established by management.

• Maintain consistent and punctual attendance.

• Carry out additional related responsibilities as assigned.

⛳️ Requirements

• Exceptional attention to detail and capability to prioritize tasks while meeting deadlines.

• Strong verbal and written communication abilities.

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

• Proficient in Word, Excel, and PowerPoint.

• Ability to safeguard the confidentiality of customers' nonpublic information.

• Clear, concise, and professional communication with customers.

• Willingness to enhance knowledge of mortgage industry products, lending practices, and regulatory standards.

• Maintain a professional appearance and standards in accordance with company policies and procedures.

• Capability to work independently and collaboratively in a fast-paced, dynamic environment.

• High School Diploma or GED is required.

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

• NMLS Safe Licensing may be necessary after hiring; obtaining NMLS and SAFE License within one year is preferred.

• Ability to perform essential physical tasks, with or without reasonable accommodation.

• Occasionally lift and/or move up to 25 pounds.

🏝️ Benefits

• Reasonable accommodations available for individuals with disabilities.

• Equal employment opportunity protections are provided.

• Opportunities for professional development in the mortgage industry, including products, lending practices, and regulatory guidelines.