Division: Office Administration
JobID: 48487
Job Summary:
We are seeking a detail-oriented and customer-focused individual to join our Mortgage Customer Service team. As a Mortgage Customer Service Representative, you will assist borrowers with inquiries related to their mortgage accounts, provide payment support, and offer information regarding tax documents. This role requires a strong ability to learn new systems and a commitment to delivering exceptional service.
Key Responsibilities:
- Respond to incoming customer inquiries related to mortgage accounts, including payment assistance and general questions.
- Assist customers with mortgage payments, ensuring accuracy and clarity during the process.
- Provide information and assistance regarding tax documents, such as the 1098 form.
- Maintain a high level of customer satisfaction by delivering prompt and professional service.
- Learn and navigate the company’s systems for managing mortgage accounts and customer interactions.
- Collaborate with team members to ensure efficient operations and support.
Training & Schedule:
- Training: Monday to Friday, 8:30 AM – 5:30 PM (on-site, estimated for 4 weeks)
- Post-Training Schedule: Monday to Friday, 11:00 AM – 8:00 PM (on-site from 11:00 AM – 2:00 PM, remote for the remainder of the shift)
Call Volume:
- You will be expected to handle approximately 800-850 calls per month, averaging around 40 calls per day.
Required Qualifications:
- 1-2 years of customer service experience or the ability to develop strong customer service skills.
- Strong communication skills and a professional phone manner.
- Ability to navigate and learn new computer systems with ease.
- Basic proficiency in Microsoft Office (Excel, Word, email).
- High attention to detail and the ability to manage multiple tasks simultaneously.
- Eagerness to learn and provide top-tier customer service.
Preferred Qualifications:
- Prior experience in a financial or mortgage-related field is a plus but not required.
- Familiarity with basic office technology and computer systems.
Working Environment:
- Team-oriented environment with a close-knit group of 6-7 representatives.
- Ongoing opportunities for professional development and potential for long-term growth.
