Customer Service Representative

Homewise•Albuquerque, NM

About The Position

The Customer Service Representative is responsible for fostering a customer-focused front office environment, streamlining front office operations, and collaborating with other Homewise departments to ensure exceptional customer service.

Requirements

High school diploma or equivalent
Customer Service – Highly responsive to internal and external customer requests, consistently exceeding expectations while adhering to Homewise, Inc. Customer Service Standards.
Listening Skills – Listens actively to understand others' viewpoints, anticipates customer needs, and offers innovative solutions.
Communication Skills – Clearly presents issues both orally and in writing.
Flexibility and Adaptability – Quickly adjusts to changing priorities and conditions, effectively managing complexity and change.
Problem-Solving Skills – Analyzes problems thoroughly to understand underlying causes before identifying solutions.
Accountability – Takes ownership of responsibilities and is committed to achieving meaningful results.
Computer Skills – Proficient in Microsoft Excel, Word, Outlook, Loan Origination software, Windows, and other relevant applications.
Independence – Works effectively with little or no supervision.
High Standards – Holds oneself to the highest level of performance, consistently striving for excellence.
Ability to travel as needed.
Availability to work flexible hours, including evenings or weekends, as needed.

Responsibilities

Opens and closes the office promptly, ensuring front desk coverage during business hours (7:50 AM - 5:05 PM daily).
Greets and assists Homewise guests professionally and courteously, creating a welcoming atmosphere while handling customer inquiries and connecting them with the appropriate department (Home Purchase Advisors, Loan Servicing, etc.).
Assists Home Purchase Advisors (HPAs) by conducting customer information lookups, scanning documents, managing class certificates, preparing intake packets, and entering relevant data into the STARS database.
Maintains an organized, welcoming front lobby to create a positive first impression. Assists customers with inquiries and ensures they are directed to the right resources.
Manages Homewise class logistics, including sending reminders, entering data, confirming participation, and preparing certificates and sign-in sheets for trainers.
Supports Loan Servicing by assisting with client inquiries, processing payments, providing escrow explanations, printing statements, and maintaining an accurate daily payment log.
Receive and process miscellaneous checks according to finance, real estate sales, and loan servicing requirements.
Supports the Office Manager and Community Development team by assisting with meeting room setups, equipment preparation, and stocking necessary supplies.
Creates badges for new hires and assigns appropriate access to systems and physical spaces to ensure seamless onboarding.
Provides administrative and operational support to other internal departments assigned by the supervisor.
Utilizes STARS, Outlook, Teams, and other electronic tools to improve customer service efficiency and streamline operations.
Adheres to all Homewise policies, procedures, and applicable regulations.