Customer Service Representative

Job Summary

Receiving and processing customer inquiries regarding mortgage and escrow accounts, the full-time Customer Service Representative will resolve issues, escalate complex problems, and promote customer service standards while working remotely.

Key responsibilities

• Respond to a wide range of customer inquiries in accordance with quality, compliance, and service standards
• Utilize mortgage and accounting systems to research, review, and document customer account information accurately
• Demonstrate excellent customer service skills and de-escalate dissatisfied customers while implementing service recovery strategies

Required qualifications

• Three years of broad mortgage servicing experience; escrow experience is a must
• One year of experience in a high-volume call center environment
• Demonstrated knowledge of the end-to-end mortgage process
• Proficiency in common mortgage industry business support tools and financial services technology
• Working knowledge of best-in-class customer service practices and principles