Mortgage Call Center Representative - Onsite

LoanCare • Virginia Beach, VA

5h • $20 - $20 • Onsite

About The Position

We are seeking to fill the role of Customer Experience Specialist I. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners

Requirements

• High School Diploma or equivalent required.
• Knowledge of customer service principles and practices
• Excellent communication skills
• Strong attention to detail and accuracy
• Problem-solving and problem analysis skills

Nice To Haves

• 2 years of Call Center or Customer Service experience preferred
• Basic mortgage product knowledge preferred

Responsibilities

• Assist homeowners with routine or complex issues and requests in a call center environment
• Use an advanced telephony system
• Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues
• Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service
• Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations
• Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues
• Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently
• Accurately track/document all communications with customers to provide a detailed history of contact
• Assist with identifying root causes and explain the best solution to promptly resolve customer concerns
• Achieve targeted individual and team-based performance goals monthly
• Follow escalation procedures to address customer concerns requiring additional
• Research/resources to resolve
• Direct requests and unresolved issues to the designated resource
• All other duties as assigned.

Benefits

• Health & Welfare Coverage : Optional medical, dental, vision, life, and disability insurance
• Time Off : Paid holidays, vacation, and sick leave
• Retirement & Investment : Matching 401(k) plan and employee stock purchase plan
• Wellness Programs : Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition : Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks : Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

What This Job Offers

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