Customer Service Representative

Finance of America•,

5d•$40,000 - $50,000•Remote

About The Position

Finance of America helps homeowners 55+ access the equity they’ve built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they’ve earned while continuing to evolve how we serve and work together. Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career. The purpose of this role is to foster positive relationships with borrowers over the phone while delivering exceptional service. This role combines customer service expertise with a sales-driven mindset, engages in both inbound and outbound calls, assists with general inquiries, and guides customers toward our sales team for tailored solutions.

Requirements

High School Diploma
Minimum 1 year of experience in customer service or a call center environment.
Confident communicator with excellent verbal and written communication skills.
Ability to handle objections and think critically in real-time.
Strong multitasking, prioritization, and time management skills in a fast-paced setting.
Thick-skinned and able to maintain a professional demeanor, even during difficult conversations.
Quick learner with a high aptitude for adapting to new technologies and tools.
Detail-oriented with a commitment to accuracy and thoroughness.

Nice To Haves

Sales experience preferred.
Knowledge in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook preferred but not required).

Responsibilities

Delivers an outstanding customer experience with a focus on satisfaction and relationship-building.
Handles inbound and outbound calls for new and existing customers, addressing inquiries and concerns professionally.
Assesses customer needs and recommends suitable products and services to meet their goals.
Facilitates warm handoffs to the sales team to ensure a seamless customer journey.
Maintains an in-depth understanding of company products and services to address objections effectively.
Accurately documents customer information and interactions in the system.
Triages complex issues, escalating to supervisors or other departments as needed.
Stays adaptable to call scenarios outside standard scripts, leveraging critical thinking skills.
Performs other duties and responsibilities as assigned.