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Mortgage Call Center Representative

2 months ago

Fort Worth, United States CornerStone Staffing Full time

Do you have excellent banking customer service experience? Do you come from a mortgage background and have a desire to assist others in need? We have an excellent position for you with a successful and well know Financial Institution

Job Title: Mortgage Call Center Representative

Location: Remote; MUST LIVE IN DALLAS/FORT WORTH, TEXAS AREA 

Pay: $18-$21/hr - depending on experience

Schedule: Monday - Friday, 8am - 5pm

Possible Temp to Hire

Job ID: 146773

Job Description: The Customer Relations Call Center Specialist II is responsible for fielding in-bound calls from customers in the servicing of their mortgage and providing excellent customer service and knowledgeable responses to resolve customer concerns.

Responsibilities include:

  • Field internal and external calls from the message center and respond to customer request within established timelines 

  • Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently 

  • Compare and evaluate possible customer service solutions, and make recommendations to customers to best meet their needs

  • Strong commitment to resolving customer issues while maintaining a high level of professionalism and customer service

  • Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns

  • Complete escrow analysis, account maintenance changes, payoff requests, and handles credit bureau disputes

  • Adhere to operational controls including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets

  • Ability to maintain composure with a friendly demeanor while discussing difficult and complex issues with discontent customers

  • Handle escalated calls and act as resource for other agents

  • Other duties as assigned

Job Requirements

  • 2+ years of experience in Mortgage Servicing

  • 2+ years of call center experience

  • Experience working in MSP preferred

  • Must be able to work in a high volume call center with frequent distractions

  • Excellent customer service skills

  • Proficient in Microsoft Office

  • Provide quality interactions with internal and external sources

  • Able to input data and verify information

  • Ability to communicate extensively, effectively and empathetically to our customers

  • Excellent analytical, organizational, and problem-solving skills

  • Ability to execute and prioritize multiple tasks

  • Demonstrated professionalism

  • Must be an efficient and effective listener

Application Process Includes:

  • Background check

  • Soft credit check

To Apply for this Job:

Click the Apply Online button, then:

  • If you are currently registered with CornerStone Staffing, click the Log In button to add yourself as a candidate to this job.

  • If you are NOT currently registered with CornerStone Staffing, click the Create Account button to complete the application.

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