Mortgage Contact Center Agent- CS
About The Position
Midland Mortgage, a division of MidFirst Bank, is one of the most successful home mortgage servicers in the country. We are looking for energetic individuals with excellent communication skills who enjoy helping others in a team-oriented contact center environment. The Contact Center Agent will provide telephone support to Midland Mortgage customers related to the servicing of their mortgage loan accounts via both inbound and outbound telephone interactions. Customer inquiries addressed involve, but are not limited to, accepting payments, providing documents, answering questions related to mortgage verification, escrow, payoff, property damage claims, and helping borrowers with past due accounts find solutions to remain in their homes and avoid foreclosure. All interactions must meet regulatory compliance standards, while actively managing the customer experience by demonstrating empathy, patience and professionalism.
Requirements
- High School diploma or equivalent required (college degree or some college preferred).
- Minimum of 1 year of customer service experience, preferably in a high-volume or fast-paced environment.
- Strong communication, problem-solving abilities, and attention to detail.
Nice To Haves
- Candidates with previous call center and/or mortgage servicing experience are strongly encouraged to apply.
Responsibilities
- Operate within a fast-paced, dynamic call center environment, utilizing advanced telephony systems to address a wide range of customer inquiries and issues as outlined in the position summary.
- Take full ownership of the customer experience, consistently meeting individual and team performance benchmarks aligned with industry-best practices.
- Ensure positive customer experiences by recognizing and responding to emotional cues from customers with compassion and understanding, creating a supportive and reassuring environment, building trust and maintaining composure during challenging interactions.
- Document all communication in compliance with regulatory guidelines, with appropriate escalation of complex cases.
Benefits
- medical
- dental
- vision
- paid holidays
- tuition reimbursement
- 401(k)
- monthly performance-based incentive bonuses
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
