Xome Customer Service Associate II

Rocket Mortgage • Lake Vista, TX

15h • Hybrid

About The Position

As the Voice Associate II, you will serve as the face and voice of the Company. You will interact with Xome customers/clients across multiple channels (voice, email, chat), providing white glove customer service to effectively solve customer issues, complaints, and inquiries across multiple lines of business. You will be held accountable for leading special projects, performing to KPI’s and meeting quarterly metrics provided by executive leadership. In-office work schedule: Tuesday/Wednesday onsite at office in Lewisville (Monday/Thursday/Friday work remote). About the role Respond to customer inquiries via phone, email, or chat. Lead special projects for the team. Resolve customer issues and complaints in a timely and efficient manner. Identify and escalate priority issues to appropriate teams or managers. Document customer interactions and transactions in a clear and concise manner. Provide accurate product and service information to customers. Follow up with customers to ensure their issues have been resolved. Collaborate with other team members to improve customer service processes and procedures. Stay up to date with company products, services, and policies. Maintain a positive and professional attitude towards customers and colleagues.

Requirements

• High school diploma or GED
• Minimum of 1 year of related professional level work experience or equivalent combination of education and related work experience.
• Strong verbal and written communication skills
• Ability to provide friendly, professional, and solution-oriented customer service
• Basic computer proficiency, including experience with email, data entry, and common software applications
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Strong problem-solving skills and attention to detail
• Ability to work independently as well as part of a team
• Reliable attendance and punctuality

Responsibilities

• Respond to customer inquiries via phone, email, or chat.
• Lead special projects for the team.
• Resolve customer issues and complaints in a timely and efficient manner.
• Identify and escalate priority issues to appropriate teams or managers.
• Document customer interactions and transactions in a clear and concise manner.
• Provide accurate product and service information to customers.
• Follow up with customers to ensure their issues have been resolved.
• Collaborate with other team members to improve customer service processes and procedures.
• Stay up to date with company products, services, and policies.
• Maintain a positive and professional attitude towards customers and colleagues.

Benefits

• Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too!
• We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life.
• We are proud to offer eligible team members perks and health benefits that will help you have peace of mind.
• Simply put: We’ve got your back.
• Check out our full list of Benefits and Perks .

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED