Mortgage Customer Service Representative

THIS IS A 100% IN OFFICE ONSITE ROLE

Overview:

The Customer Experience Specialist I, is an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

Responsibilities:

• Operate in a Call Center environment as a customer success advocate

• Receive inbound calls and make outbound calls to consumers

• Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers

• Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers’ mortgage loan inquiries/requests.

• Effectively manage a pipeline of up to 75 loans

• Performing routine data entry and validation tasks

• Monitoring work queues and intervening as needed

• Interacting with multiple departments to expedite processing and/or issue resolution

• Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries.

• Must request assistance for escalated and/or more complex issues to department tenure associates or supervisors.

• Meet outlined production and quality standards.

• Follow established Policy and Procedures

• Performing other related duties as required and assigned

• Demonstrating behaviors which are aligned with the organization’s desired culture and values