Mortgage Customer Support (remote)

About the position

Interact over the phone or by chat with customers and internal team members to provide and process information in response to inquiries, concerns and requests about mortgage products and services.

Responsibilities

• Answer incoming calls from clients regarding mortgage loans: make outbound follow-up calls as necessary
• Completing allocation changes, non-financial requests, form requests, web assist, etc.
• Document call details accurately
• Resolve customer service-related issues
• Accountable to build/maintain effective relationships with customers
• Other duties as assigned

Requirements

• Mortgage Industry Customer Support
• Contact Center experience
• High school diploma, general education degree or equivalent
• Basic understanding of mortgage industry preferred
• Customer service aptitude and orientation
• Excellent decision-making skills with the ability to solve problems to find 'win-win' solutions
• Exceptional interpersonal and communication skills and ability to build rapport
• Must have knowledge of and/or ability to maneuver through multiple information screens
• Excellent troubleshooting skills, search skills, ability to approach problems logically
• Good verbal and written Communication Skills
• Strong keyboard and typing skills required
• Self-starter with excellent teamwork skills and an innate sense of urgency
• Ability to multi-task, prioritize, and manage time effectively
• Open to coaching and constructive feedback to become more effective and improve performance

Benefits

• Life & Disability Insurance
• Group health dental & Wellness
• Sick Leaves
• 401(k) plan and contributions