Client Support Specialist

2 weeks ago


Greenville, South Carolina, United States Shellpointmtg Full time

Customer Service Representative

Job Overview

About Us

Responsibilities

The ideal candidate will:

Manage all homeowner inquiries via phone in a friendly, respectful, and supportive manner.

Recognize homeowner issues, investigate their concerns, and deliver solutions that align with their expectations.

Formulate effective resolutions that benefit our homeowners, clients, and the organization.

Ensure outstanding service during every interaction with our homeowners.

Facilitate the processing of homeowner mortgage payments.

Meet and exceed company performance benchmarks.

Participate in ongoing training regarding company policies and industry standards.

Required Skills and Qualifications

The successful candidate must possess:

Fluency in English.

Exceptional professional telephone communication abilities.

The capability to work remotely during health-related situations.

Willingness to commute to the office when necessary.

The aptitude to engage effectively with homeowners of diverse personalities.

A proactive attitude, with a strong desire to resolve issues.

Excellent analytical and research skills; the ability to grasp the broader context while managing intricate details.

The ability to protect confidential homeowner and company data.

A strong work ethic, integrity, and organizational skills.

The capability to follow directions while working independently.

Proficient keyboarding skills.

Quick adaptability to new software applications.

Experience with document imaging systems or similar technology is preferred.

Bilingual skills, particularly in Spanish, are advantageous.

Education and Experience

A high school diploma or equivalent is required.

At least one year of experience in inbound/outbound call center operations is necessary.

Experience in the mortgage sector is preferred.

Work Hours and System Requirements

Work hours will vary based on call volume and business needs, with a full-time commitment expected, typically encompassing 8 hours per day.

Available shifts include:

8:00 AM - 5:00 PM, Monday to Friday, with rotating weekends.

9:00 AM - 6:00 PM, Monday to Friday, with rotating weekends.

10:00 AM - 7:00 PM, Monday to Friday, with rotating weekends.

Temporary remote work capability is available, transitioning to office work as required.

Home office setup must include:

+ Reliable high-speed internet (Cable, DSL, Fiber) with a wired connection.

+ A dedicated workspace free from distractions and background noise.

+ An ergonomic chair and desk suitable for a desktop PC and laptop, dual monitors, keyboard, mouse, and networking equipment.

Company Benefits

15 Paid Time Off (PTO) days, increasing to 18 after the first anniversary.

8 Paid Holidays.

Engagement activities for employees.

Medical benefits, including Health Savings Account and Flexible Spending Account.

Dental, Vision, Life, and Disability Insurance, along with a 401(k) plan featuring company matching.

Tuition assistance programs.

Performance-based incentives.

Pet insurance options.

Opportunities for career advancement.

Commitment to Diversity

We are proud to be an equal opportunity employer, celebrating the diverse backgrounds of our employees, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Diversity strengthens our organization.



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