Credit Service Representative(s) - Mortgage

Xactus•Broomall, PA

3d•Remote

About The Position

Xactus is the leading verification innovator for the mortgage industry, serving over 6,500 clients. We digitally integrate a 360° approach to verification across client workflows, enabling lenders to access technology for a modern mortgage experience with speed, reliability, and accuracy, leading to increased profitability. Xactus offers a friendly, primarily remote work environment that supports skill enhancement and work-life balance, with a financial leadership team focused on talent development. This role is for a career-minded, driven individual seeking a challenging position that supports professional development.

Requirements

A minimum of a high school diploma or equivalent.
At least two years of experience in a customer service role, preferably in the financial services or credit services industry.
Excellent verbal and written communication skills.
Excellent customer service and interpersonal skills.
Ability to multi-task and prioritize accordingly.
Ability to remain flexible, adapt to a changing environment, and shift priorities as needed.
Ability to maintain confidential information.
Ability to analyze and solve problems.
Ability to work independently and in a team environment; develop and maintain effective working relationships with customers and all levels of the organization.
Proficient computer skills.
Proven initiative, is a self-starter.
Possess proactive approach.
Has a great attitude and positive outlook.
Must be a resident of the United States.
Must be authorized and eligible for employment in the United States.
Must be able to have a high speed internet connection.
Must have a quiet, distraction-free work environment that is conducive to productivity.
Lifting/carrying up to 10 lbs.
Manual dexterity for computer and phone work.
Speaking, hearing, and vision are required to perform essential functions.

Nice To Haves

Associate or bachelor’s degree preferred.
Strong understanding of credit services and regulations preferred.
Experience in a call center environment helpful.

Responsibilities

Provide excellent customer-centric service in line with company standards through inbound and outbound calls.
Analyze incoming electronic and telephonic information and verification requests.
Manage incoming supplement requests as well as pending requests.
Direct calls and inquiries to the appropriate area/function; liaise with other departments within Xactus to handle requests and queries from customers effectively.
Process sensitive personal information (PI); follow communication procedures, guidelines, and policies, ensuring compliance with data privacy regulations and secure handling of confidential information.
Provide timely and accurate information to incoming customer calls/electronic requests.
Process supplements on a timely basis.
Meet departmental goals on production, turn-time, and quality.
Review and interpret credit reports and data contained within.
Understand complicated issues like foreclosure, bankruptcy, and other implications on status with handling credit verifications.
Adhere strictly to training manual and procedures.
Follow all workflows and document all actions in proprietary system.
Answer incoming phone calls within 3 rings.
Participate in skills training, as requested.
Adhere to, and maintain compliance with, all Federal and State regulations and Universal policies and procedures.
Maintain a deep understanding of Xactus’ products, services, and policies to ensure accurate and consistent communication to the customer.
Assist other team members as needed.