Mortgage Call Center Representative

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

📋 Description

• Support homeowners with both routine and complex inquiries and requests in a call center setting.

• Utilize an advanced telephony system effectively.

• Deliver exceptional customer service, clarify mortgage-related processes, and make informed decisions to resolve customer concerns.

• Manage incoming and outgoing customer calls while adhering to performance metrics and quality standards.

• Take responsibility for the customer experience in alignment with LoanCare brand expectations.

• Employ judgment and process knowledge to address customer issues.

• Collect and assess relevant information to manage inquiries and complaints accurately and efficiently.

• Document and track customer communications diligently.

• Identify underlying issues and articulate the best solutions to address concerns.

• Meet individual and team performance goals on a monthly basis.

• Adhere to escalation procedures and refer unresolved requests to designated resources.

• Perform additional duties as assigned.

⛳️ Requirements

• A High School Diploma or equivalent is required.

• Understanding of customer service principles and practices.

• Excellent verbal and written communication skills.

• Strong focus on detail and accuracy.

• Proficiency in problem-solving and analytical skills.

• A minimum of 2 years of experience in a Call Center or Customer Service role is preferred.

• Basic knowledge of mortgage products is preferred.

• A quiet, private workspace at home is necessary.

• High-speed internet connection with at least 25 MBPS download and 10 MBPS upload speeds.

• Ability to work productively during regular business hours and be available for early, late, or weekend shifts as required.

• Overtime may be necessary as needed.

🏝️ Benefits

• Optional medical, dental, vision, life, and disability insurance.

• Paid holidays, vacation days, and sick leave.

• Fidelity National Financial matching 401(k) plan.

• Employee stock purchase plans.

• Complimentary Calm memberships and mental health resources.

• Initiatives for physical and emotional wellness.

• Employee recognition programs.

• Discounts on gym memberships.

• Discounts on pet insurance.

• Employee purchasing programs.

• Tuition reimbursement program.

• Provision of necessary work equipment.

• Flexibility for remote work.

• Opportunities for virtual engagement.