Customer Service Representative (Hybrid Work Schedule)

Job Summary

The primary purpose of the Customer Service Representative I is to resolve all borrower inquiries on current mortgage loans received either via inbound/outbound calls.

Work Schedule

• Monday - Friday 9:30 a.m. - 6:00 p.m. with one Saturday per month required
• Work from home Monday and Friday, Work in-office Tuesday - Thursday

Essential Duties and Responsibilities

• Responds to borrower inbound calls concerning their account, ensuring high quality service, adhering to productivity, and regulatory requirements. Researches customer issues and works towards resolution when needed. Updates servicing system with relevant notes/comments.
• Prioritizes the needs of the business, completing assigned outbound calls as inbound call volume permits.
• Completes follow-up tasks to ensure customer satisfaction and resolution.
• Miscellaneous duties as assigned.

Position Requirements

Education

• High school diploma or equivalent required

Experience

• General call center experience preferred
• Experience with loan servicing a plus

Functional/Technical Skills

• Effective verbal and written communication skills in both English and specified second language.
• Strong customer service skills
• Ability to problem-solving
• Ability to work in a fast-paced environment
• Ability to multi-task and manage time effectively
• Working knowledge of Microsoft Windows applications

Environmental/Physical Demands

Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.