Mortgage Call Center Representative

CHURCHILL MORTGAGE CORPORATION-posted 2 days ago

$35,000 - $59,000/Yr

Full-time • Entry Level

Onsite • Brentwood, TN

251-500 employees

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We’re seeking a dedicated and passionate Mortgage Call Center Representative to join our dynamic team to help others achieve the dream of homeownership. In this role, you’ll be the first point of contact for customers navigating the mortgage process. You will be the first voice many hear on their journey toward homeownership. Your ability to listen, empathize, and resolve issues will help families feel confident and cared for throughout their homeownership journey. Ready to help people achieve their dream of homeownership? Apply today and become part of a team that values integrity, empathy, and excellence.

Handle inbound and outbound calls related to mortgage applications, loan servicing, and general inquiries
Assist customers with online account access
Represent Churchill Mortgage in a professional manner
Use scripts to identify a prospect situation, screen, record information, and connect with a Home Loan Specialist
Correspond with customers via phone, email, text, or chat
Perform various tasks to support the Sales Conversion department's commitment to each branch for calls or projects
Determine the needs of clients through effective listening and questioning skills
Make outbound calls to identify client's needs and respond by providing superior service and resolution
Answer rollover calls and direct to appropriate team member
Demonstrate proficiency with Lead Management CRM System - must be able to move seamlessly through records, search & find, add new records, review history, change status, identify duplicate, etc.
Make an average of 130 calls per day to prospective clients that have inquired about a mortgage.
Guide customers through a short form loan application online as needed
Serve as a backup to our receptionist for breaks/lunch on a rotating schedule with the entire Sales Conversion team
Meet performance goals while prioritizing care and integrity
Other duties as assigned

Is humble, hungry & smart
Possesses the ability to work both in a team atmosphere and independently
Has exceptional verbal & written communication skills
Wants to be part of a highly motivated team with a proven track record of success that also has a lot of FUN
Must be coachable and willing to learn
Must come to win every day with a great attitude. We believe attitude is everything!
Must be organized, independent, resourceful, and diligent
Must be able to work at a fast pace
Must be able to stay calm under pressure
Ability to multitask across systems while maintaining accuracy and empathy
Familiarity with mortgage terminology and loan lifecycle (origination, closing, servicing)
High school diploma or equivalent
1+ year of customer service or call center experience
Strong communication and active listening skills
Ability to multitask across systems while maintaining accuracy
Computer Skills - Moderate to Proficient experience in Microsoft Office (Word, Excel, Outlook, etc). Experience working with CRM system.
Must be able to pass a criminal history information background check. Other duties may be applicable as business needs may dictate and as assigned by management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Familiarity with mortgage or financial terminology a plus

Churchill Mortgage’s generous benefits package is available to all full-time employees. This includes Medical, Dental, Vision, HSA, FSA, Life, Disability, Accident, Cancer, Critical Illness, Paid Time Off in addition to sick days and floating holidays, 401(k) & ESOP (Employee Stock Ownership Program)

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