Customer Contact Representative - Mortgage Retail

Overview

The Mortgage Representative is responsible for professionally responding to mortgage customers through quick, efficient, and timely customer service. Focuses on driving high quality service experience by effectively listening, understanding, and satisfying customers’ needs.

Responsibilities

• Answer inbound calls from residential mortgage customers and placing outbound calls as needed
• Researching and resolving routine to moderately complex problems and inquiries
• Processing routine to complex customer transactions and account maintenance
• Offering or recommending products based on customer needs
• May generate reports and complete project work as needed
• Meet monthly performance standards based on defined benchmarks for quality assurance, productivity, schedule adherence and customer satisfaction
• Provide chat and portal support for online customers
• Perform additional duties as assigned.

Qualifications

• Must have a high school diploma or equivalent
• At least 2 years of customer service or contact center experience
• Excellent written and verbal communication skills
• Ability to identity difficult situations and escalate appropriately
• Possess positive attitude and enjoys helping others
• Strong attention to detail and problem-solving ability
• Proficient PC skills including Microsoft Office suite
• Ability to remain calm in highly stressful situations
• Four-year college degree strongly preferred
• Knowledge of mortgage industry preferred

Physical Requirements/Working Conditions: Must be able to sit or stand for long periods of time and use computer keyboard and/or mouse, while viewing computer screens. Must be able to lift at least 20 pounds in order to process boxed or bagged coins.

Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.

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