Mortgage Representative

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

📋 Description

• Handle incoming calls and address basic customer inquiries, or direct calls to the relevant personnel.

• Adhere to assigned authority levels for processing payments and verifying mortgages.

• Investigate customer queries and provide timely responses to the appropriate parties.

• Manage calls to ensure that service levels are achieved or surpassed.

• Execute requests within authority limits and accurately document files.

• Collaborate with team members, management, and customers on customer service matters.

• Direct callers to underwriters as necessary and do so promptly.

• Handle a significant volume of inbound and outbound calls.

• Deliver precise, valid, and complete information using the appropriate methods and tools.

• Adhere to communication protocols, guidelines, and policies.

• Draft correspondence and fulfill customer requests to guarantee satisfaction.

• Offer customer support to established clients and mortgage companies by providing policy documents, verifying coverage, accepting payments, and addressing product and service inquiries.

• Report directly to the Customer Service Supervisor.

⛳️ Requirements

• High school diploma or a general education degree (GED).

• Minimum of 2 years of experience or training in Property and Casualty Insurance; or a comparable combination of education and experience.

• Competence in Microsoft Suite (Outlook, Word, Excel, and PowerPoint).

• Outstanding listening, verbal, and written communication skills.

• Ability to work independently and efficiently in a fast-paced, high-volume call center environment.

• Strong attention to detail and effective decision-making abilities.

• Proven analytical and problem-solving skills in a business context.

• Knowledge of Property and Casualty Insurance products.

• Capable of gathering and analyzing information adeptly.

• Ability to learn and accurately process information using company-specific software.

• Committed to following established policies and procedures.

• Ability to maintain confidentiality.

• Demonstrated experience in managing challenging or emotional customer situations effectively.

• Required insurance experience, preferably with an insurance agency or direct carrier.

• Preferred experience in homeowners insurance.

• Experience collaborating with global and/or US-based business teams.

• Excellent written and verbal communication skills in English.

• Regular and predictable attendance is essential.

• Proven ability to work as part of a team.

• A positive attitude and a commitment to delivering high-quality work.

• Self-motivated with a strong desire for success.

• A quiet workspace is required.

• Internet connection with a minimum of 30 Mbps download and 10 Mbps upload speed.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to support work-life balance.