CSR

New American Funding

1h • $17 • Remote

About The Position

The Customer Service Representative works with the Inside Loan Agent Division and assists by making outbound calls and communicating with customers regarding initial interest in a home loan refinance or new home mortgage loan. The primary function of this position is outbound dialing to communicate with potential customers. By both gathering information from the customer and providing information to the loan officer as it relates the customer's specific needs for and interests in a mortgage loan, the Customer Service Representative gains knowledge of and experience in the loan origination process. Successful Customer Service Representative effectively communicate with the customers and Loan Officers through email and telephone and provide a high level of customer service to all parties involved with the interaction in order to create an exceptional customer experience.

Requirements

• 1-2 years of customer service, call center, or sales experience
• Ability to effectively communicate with customers
• Excellent customer service skills.
• Proficiency with Microsoft Office programs such as Word, Excel, and Outlook.
• Passionate about helping customers achieve financial goals.
• Must have outbound dialer experience
• Must be able to work on Pacific Time
• must be open to a schedule with a start time ranging between 5am-9:45am PST plus overtime and a weekend rotation
• Must be able to verify identity and employment eligibility to work in the U.S.

Nice To Haves

• One or more years’ of office or inside customer service / call center experience preferred.
• 1 or more years of experience working in the mortgage or real estate industry preferred.
• 1+ years of customer service and/or sales experience preferred.
• High School Diploma or equivalent; some college preferred.

Responsibilities

• Engage in conversation and establish rapport with customers via email and outbound telephone communication.
• Inquire and gather information as it relates to a customer's financial situation and financial goals.
• Educate both customers and loan officers about next steps for a customer's file.
• Set realistic expectations for both loan officers and customers in order to maximize customer satisfaction.
• Input data into computer system as it relates to information gathered for the mortgage loan.
• Disposition customer files appropriately depending on the interest and ability of customers to proceed with being connected with a Loan Officer to continue the loan origination process.
• Other duties may be assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees