Mortgage Call Center Representative

Job Details
Job Location:    Brentwood TN - Brentwood, TN
Position Type:    Full Time
Salary Range:    Undisclosed
Travel Percentage:    None
Job Shift:    Day
Job Category:    Admin - Clerical

About Us

Churchill Mortgage began in 1992 with the core value of providing the highest level of integrity to each and every customer, meaning we tell our customers what is best for them even when it means we won't close their loan. We have found over and over again that treating people the way we want to be treated is not only the right thing to do, but it builds lasting relationships. Churchill Mortgage proudly embraces the sound financial principles, as heard on the Dave Ramsey Show.

Churchill Mortgage is a nationwide company that has succeeded in the industry for 33 years, serving homebuyers and real estate professionals. We are innovative and have a fast-paced work environment. We value the input and ideas of our team at all levels within the company. You will have the ability to interface and learn from team members in all departments of the company. At Churchill Mortgage, we believe in investing in our team and helping every employee develop a strategic growth plan in their career by identifying their talents and skill sets and aligning them on a path for success. 

Job Overview

We're seeking a dedicated and passionate Mortgage Call Center Representative to join our dynamic team to help others achieve the dream of homeownership. In this role, you'll be the first point of contact for customers navigating the mortgage process. You will be the first voice many hear on their journey toward homeownership. Your ability to listen, empathize, and resolve issues will help families feel confident and cared for throughout their homeownership journey. Ready to help people achieve their dream of homeownership? Apply today and become part of a team that values integrity, empathy, and excellence.

Key Responsibilities

(Note: The following duties are typical of those performed by this role. Other related duties may also be performed. )

• Handle inbound and outbound calls related to mortgage applications, loan servicing, and general inquiries
• Assist customers with online account access
• Represent Churchill Mortgage in a professional manner
• Use scripts to identify a prospect situation, screen, record information, and connect with a Home Loan Specialist
• Correspond with customers via phone, email, text, or chat
• Perform various tasks to support the Sales Conversion department's commitment to each branch for calls or projects
• Determine the needs of clients through effective listening and questioning skills
• Make outbound calls to identify client's needs and respond by providing superior service and resolution
• Answer rollover calls and direct to appropriate team member
• Demonstrate proficiency with Lead Management CRM System -  must be able to move seamlessly through records, search & find, add new records, review history, change status, identify duplicate, etc.
• Make an average of 130 calls per day to prospective clients that have inquired about a mortgage.
• Guide customers through a short form loan application online as needed
• Serve as a backup to our receptionist for breaks/lunch on a rotating schedule with the entire Sales Conversion team
• Meet performance goals while prioritizing care and integrity
• Other duties as assigned

Our ideal candidate

• Is humble, hungry & smart
• Possesses the ability to work both in a team atmosphere and independently
• Has exceptional verbal & written communication skills
• Wants to be part of a highly motivated team with a proven track record of success that also has a lot of FUN
• Must be coachable and willing to learn
• Must come to win every day with a great attitude. We believe attitude is everything
• Must be organized, independent, resourceful, and diligent
• Must be able to work at a fast pace
• Must be able to stay calm under pressure
• Ability to multitask across systems while maintaining accuracy and empathy
• Familiarity with mortgage terminology and loan lifecycle (origination, closing, servicing)

 Education/Experience

• High school diploma or equivalent
• 1+ year of customer service or call center experience
• Strong communication and active listening skills
• Ability to multitask across systems while maintaining accuracy
• Familiarity with mortgage or financial terminology a plus

 Computer Skills - Moderate to Proficient experience in Microsoft Office (Word, Excel, Outlook, etc). Experience working with CRM system.

Must be able to pass a criminal history information background check.  Other duties may be applicable as business needs may dictate and as assigned by management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 Compensation

 Compensation package 35k – 59k/year

• Hourly rate of $17.00/hour ($35,360 annual)
• Bonus $1,200 - $2,000/Month based off production. Eligible for bonus after 3 months. Avg bonus for all team members is 1800/month.

Schedule: Monday – Friday: 9:30 am - 6:00 pm In Office

Benefits

Churchill Mortgage's generous benefits package is available to all full-time employees. This includes Medical, Dental, Vision, HSA, FSA, Life, Disability, Accident, Cancer, Critical Illness, Paid Time Off in addition to sick days and floating holidays, 401(k) & ESOP (Employee Stock Ownership Program)

 Employees Own the Company

 Our ESOP was established by founder and president, Mike Hardwick, in 2013. It gives all current and future Churchill Mortgage employees  ownership of the company in the form of company stock. Churchill Mortgage is the first privately-owned mortgage company to offer an Employee Stock Ownership Program (ESOP).

 Churchill Mortgage Corporation is an Equal Opportunity Employer

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