Customer Service Representative

About Us

At Finance of America, we help homeowners unlock the joy that comes from realizing the full potential of their retirement. Many people have significant wealth tied up in their homes and want to use it meaningfully in their next chapter. Our unique range of reverse mortgages allow homeowners 55+ to access that wealth while maintaining control over their home and financial future. With options tailored to their unique goals, we provide the financial flexibility they need to move forward with confidence.

Finance of America is guided by five values: We are customer obsessed, they are why we exist. We raise the bar. We take extreme ownership. We practice genuine collaboration. And we unleash our excellence. Together we are actualizing our vision to be the most beloved brand for homeowners in their next chapter.

To learn more about us, visit www.financeofamerica.com

Purpose of Role

Responsible for fostering positive relationships with borrowers over the phone while delivering exceptional service. Combines customer service expertise with a sales-driven mindset, engages in both inbound and outbound calls, assists with general inquiries, and guides customers toward our sales team for tailored solutions.

Expectations

• Delivers an outstanding customer experience with a focus on satisfaction and relationship-building.
• Handles inbound and outbound calls for new and existing customers, addressing inquiries and concerns professionally.
• Assesses customer needs and recommends suitable products and services to meet their goals.
• Facilitates warm handoffs to the sales team to ensure a seamless customer journey.
• Maintains an in-depth understanding of company products and services to address objections effectively.
• Accurately documents customer information and interactions in the system.
• Triages complex issues, escalating to supervisors or other departments as needed.
• Stays adaptable to call scenarios outside standard scripts, leveraging critical thinking skills.
• Performs other duties and responsibilities as assigned.

Reports To:

• Director, Customer Service

Qualifications:

Qualifications-Education-Required

• High School Diploma

Qualifications - Experience/Skills/Competencies

• Minimum 1 year of experience in customer service or a call center environment. Sales experience preferred.
• Confident communicator with excellent verbal and written communication skills.
• Ability to handle objections and think critically in real-time.
• Strong multitasking, prioritization, and time management skills in a fast-paced setting.
• Thick-skinned and able to maintain a professional demeanor, even during difficult conversations.
• Knowledge in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook preferred but not required).
• Quick learner with a high aptitude for adapting to new technologies and tools.
• Detail-oriented with a commitment to accuracy and thoroughness.

Compensation

For this position, the range for base salary plus bonus is ($40,000 - $50,000) inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information

The estimated fill date for this role is 8/18/25.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Finance of America Reverse is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.