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Customer Service Representative
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Customer Service Representative

Job Description


Provide timely, accurate customer service by answering inbound calls from assigned queues, researching issues, clarifying and resolving customer inquiries and recording notes in customer accounts to achieve call quality metrics and meet service level expectations

 Resolve customer issues by managing grievances and complaints, answering questions and escalating calls as required to ensure customer satisfaction and effectiveness of service

  • Build customer service knowledge by taking personal initiative for learning additional processes, queues and client-specific procedures to support customers in secondary areas and provide comprehensive, well-informed responses to inquiries
  • Advise new representatives by answering questions, ensuring adherence to established guidelines and providing support and assistance as required to contribute to achievement of customer service objectives
  • Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun 
  • Support values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspective


Job Requirements

Top candidates will have consistent call center work history in the mortgage services or related field. Ideal candidates will have good tenure in their current position.

Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Requires a high school diploma or equivalent and 2 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager.

Job Snapshot

Base Pay $12.25 /Hour
Other Pay Salary Commensurate with Experience
Employment Type Full-Time
Job Type Professional Services
Education Not Specified
Experience 1 to 3 years
Manages Others No
Relocation No
Industry Banking - Financial Services, Accounting - Finance
Required Travel Not Specified
Job ID AH
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Customer Service Representative


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