Customer Service Specialist

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

📋 Description

• Execute pipeline management, set appointments, and engage in other activities that support departmental production objectives, service level agreements (SLAs), and customer service standards.

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

• Address customer needs and expectations, resolving issues on the first contact.

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

• Work autonomously and collaboratively on both ongoing and one-time projects.

• Clearly articulate processes and available benefits to customers.

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

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

• Maintain consistent and punctual attendance.

• Carry out other related tasks as assigned.

⛳️ Requirements

• High School diploma or GED is required.

• An Associate Degree is preferred.

• A minimum of two years of relevant experience and/or training is required.

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

• Proficient verbal and written communication skills.

• Familiarity with standard office software, including Word, Excel, and PowerPoint.

• Capability to maintain confidentiality of customer nonpublic information.

• Clear, concise, and professional communication with customers.

• Willingness to expand knowledge of the mortgage industry, including products, lending practices, and regulatory guidelines.

• Ability to work both independently and as part of a team in a fast-paced, dynamic environment.

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

• NMLS Safe Licensing may be necessary post-hire; obtaining NMLS and SAFE License within one year is preferred.

• Ability to occasionally lift and/or move up to 25 pounds.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work schedules.

• Employee recognition programs.

• Collaborative and supportive work environment.