Remote Customer Service Representative

Job Summary

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

Key responsibilities

• Respond to a wide range of customer inquiries in accordance with quality, compliance, and service standards
• Utilize mortgage and accounting systems to accurately research and document customer account information
• De-escalate dissatisfied customers and implement service recovery strategies as needed

Required qualifications

• Three years of broad mortgage servicing experience, with escrow experience required
• 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