Mortgage Call Center Representative
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About The Position
As a Customer Experience Specialist, you will operate in a Call Center environment, serving as a customer success advocate. This role involves receiving inbound calls and making outbound calls to consumers, as well as managing inbound text messages where the consumer has provided express consent. You will be responsible for answering a high volume of calls or texts from current customers regarding their mortgage loan inquiries and requests, ensuring that you provide exceptional customer service at all times. In this position, you will effectively manage a pipeline of up to 75 loans, performing routine data entry and validation tasks. You will handle routine calls, emails, and chat responses with employees, consumers, and authorized third parties. Monitoring work queues and intervening as needed will be part of your daily responsibilities, as well as interacting with multiple departments to expedite processing and issue resolution. You will conduct preliminary or basic research to accurately resolve and respond to customer inquiries, and for escalated or more complex issues, you will request assistance from department senior associates or supervisors. Meeting outlined production and quality standards is essential, as is following established policies and procedures. Additionally, you will be expected to demonstrate behaviors that align with the organization's desired culture and values.
