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Mortgage Customer Service Representative

4 weeks ago

Tampa, Florida, United States TEKsystems Full time
Job Description

Overview:

The Customer Experience Specialist 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.

Responsibilities:

  • Operate in a Call Center environment as a customer success advocate
  • Receive inbound calls and make outbound calls 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
  • Perform routine data entry and validation tasks
  • Handle routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties
  • Monitor work queues and intervene as needed
  • Interact 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.
  • Meet outlined production and quality standards.
  • Follow established Policy and Procedures

Additional Skills & Qualifications:

  • Qualifications:
  • Mortgage and/or financial services call center experience is a plus
  • Bilingual Spanish is a plus
  • General understanding of applicable Federal, State and Local mortgage regulations a plus
  • Must be a team player with strong attention to detail and able to work independently
  • Proven track record at delivering timely and accurate information in a fast-paced environment
  • Excellent critical thinking, problem solving, mathematical skills and sound judgment
  • Effective time management skills to deliver work on time
  • Capable communicator, written and oral
  • Strong negotiation skills with ability to effectively resolve problems
  • Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)