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Customer Service Representative for Manufactured Home Loans

1 month ago

Jacksonville, Florida, United States Triad Financial Services, Inc. NMLS #1063 Full time
Job Summary

Triad Financial Services, Inc., is a leading provider of manufactured and mobile home loans. We are seeking a skilled Bilingual Customer Care Associate to join our team. As a key member of our customer service team, you will be responsible for assisting homeowners with routine or complex issues and requests in a call center environment.

Key Responsibilities
  • Use an advanced telephony system to communicate with customers
  • Maintain established performance metrics expectations and deliver quality service to our customers
  • Research customer complaints and concerns, and deescalate when necessary
  • Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
  • Accurately track and document all communications with customers to provide a detailed history of contact
  • Cross-train with Indexing and Data Entry teams to assist with application processing
  • Achieve company performance goals
  • Consistently represent the company in a positive and professional manner
  • Collaborate with loan officers, closers, and underwriters
  • Assorted other duties as requested by management

Requirements
  • Experience: 1-2 years customer service in the finance/mortgage industry
  • In-depth knowledge of loan origination processes and procedures
  • Skills: Encompass (preferred), MS Office: Excel, Word, Outlook, Able to navigate across network, Windows PC proficient
  • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
  • Professional and welcoming phone etiquette required
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices Must be responsible and reliable
  • High school diploma or GED required
  • Bilingual (preferably Spanish)
  • Prior customer service/telemarketing experience required
  • Mortgage experience required

What We Offer
  • Competitive salary: $23.37/hour