Mortgage Customer Service Representative

Job Posting: Mortgage Customer Service Representative TEMPORARY Position

Position Overview:

The Customer Service Representative provides customer service support to homeowners in a high-volume mortgage servicing call-center environment. The representative assists borrowers with routine and complex questions, explains mortgage servicing processes, researches account information, and works to resolve customer concerns accurately and efficiently.

Essential Duties and Responsibilities

• Handle inbound customer calls regarding mortgage accounts and servicing-related questions.
• Assist homeowners with routine and more complex requests and account concerns.
• Explain mortgage servicing processes and information clearly and accurately.
• Research borrower accounts and make appropriate decisions to resolve customer issues.
• Process or assist with mortgage payments and payment-related inquiries.
• Provide accurate information regarding account balances, payment changes, escrow and other servicing-related matters.
• Document customer interactions and account activity accurately in applicable servicing systems.
• Utilize call-center/telephone systems and mortgage servicing applications while assisting customers.
• Work toward effective resolution of customer inquiries while maintaining a positive customer experience.
• Follow established procedures, client requirements, quality standards and regulatory requirements.
• Maintain required call-center performance standards, including schedule adherence, quality and productivity expectations.
• Escalate issues when appropriate and work with internal departments to resolve borrower concerns.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Customer service knowledge and understanding of customer service principles and practices.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Strong problem-solving and analytical skills.
• Ability to work effectively in a fast-paced, high-volume call-center environment.
• Ability to learn and navigate multiple systems simultaneously.
• Ability to meet established attendance, schedule-adherence, quality and productivity expectations.
• Two years of call-center or customer-service experience preferred.
• Basic mortgage product knowledge preferred.

Schedule:

• Monday-Friday: Must be available to work between the hours of 8:00am-7:00pm EST with a 1-hour lunch

Training: Training will be remote and last approximately 3 weeks

Pay: $17.00 per hour

Benefits:

• Paid training
• Work from home

Work Location: Remote