Customer Service Representative

Job Responsibilities

Provide exceptional customer service while assisting homeowners with mortgage-related questions.

Handle inbound calls regarding mortgage accounts, escrow, website assistance, payoff requests, and general account inquiries.

Process mortgage payments accurately and efficiently.

Make outbound calls to homeowners with past-due accounts using manual and automated dialing systems.

Connect homeowners with internal specialists to develop customized payment solutions.

Refer eligible homeowners for refinancing opportunities.

Maintain professionalism while meeting quality, productivity, and attendance expectations.

Participate in ongoing training and consistently represent the company in a positive and professional manner.

Qualifications

Strong communication, active listening, and problem-solving skills. (call center experience is a plus, NOT required)

Comfortable working in a fast-paced, metrics-driven environment.

Ability to multitask while navigating multiple computer systems.

Must pass two role-readiness assessments during training (80% or higher).

Must successfully pass a background check and credit check.

Reliable transportation and excellent attendance are required.