Mortgage Customer Service Representative
4 weeks ago
As a Customer Experience Specialist at TEKsystems, you will play a key role in facilitating efficient and effective processes that support business and customer service objectives. This entry-level customer service role operates in a call center environment and supports Consumer Direct Lending. You will act as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer.
Key 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 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
- Perform other related duties as required and assigned
Requirements:
- Mortgage and/or financial services call center experience 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.)
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