Customer Service Specialist

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

📋 Description

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

• Manage pipeline activities, including appointment scheduling and other tasks that help achieve departmental production objectives.

• Ensure compliance with Service Level Agreements (SLAs) and customer service standards.

• Evaluate applicant information to assess eligibility for programs.

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

• Oversee work queues and document customer interactions, requests, and subsequent steps.

• Collaborate independently and with teams on ongoing and special projects.

• Clearly articulate processes and available benefits to customers.

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

• Achieve or surpass sales Key Performance Indicators (KPIs) established by management.

• Maintain consistent and timely attendance.

• Carry out other related responsibilities as assigned.

• Function as an individual contributor without direct reports.

⛳️ Requirements

• High School Diploma/GED is required; an Associate Degree is preferred.

• At least two (2) years of relevant experience and/or training.

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

• Proficient verbal and written communication skills.

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

• Capability to maintain confidentiality regarding customers’ nonpublic information.

• Excellent communication abilities; articulate, concise, and professional in customer interactions.

• Enthusiasm for acquiring knowledge about the mortgage industry, products, lending practices, and regulatory guidelines.

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

• Capacity to work independently and collaboratively within a fast-paced, dynamic environment.

• NMLS Safe Licensing is advantageous and may be mandatory post-hire.

• Preference for obtaining NMLS and SAFE License within one year.

• Ability to fulfill the stated physical demands, which includes occasional lifting or moving of up to 25 pounds.

🏝️ Benefits

• Comprehensive health benefits package.

• Paid time off and holiday leave.

• Opportunities for professional development and training.

• Retirement savings plan with company match.