Note: The job is a remote job and is open to candidates in USA. Towne Mortgage Company is a multi-channel, national mortgage lender with over 40 years of experience in the mortgage industry. They are seeking a Customer Service Representative to join their team, responsible for handling customer inquiries regarding mortgage and escrow accounts and ensuring high-quality service standards are met.
Responsibilities
- Respond to a wide range of customer inquiries in accordance with Towne Mortgage quality, compliance, and service standards
- Utilize various mortgage and accounting systems to accurately research, review, and document various customer account information
- Maintain demonstrated working knowledge of all elements of the mortgage lifecycle and relevant regulatory and compliance guidelines
- Demonstrate excellent customer service skills consistently, including active listening and the ability to explain complex concepts over the phone, via email, and in person
- De-escalate dissatisfied customers appropriately, implement appropriate service recovery strategies, and escalate to leadership as necessary
- Possess strong written and verbal communications skills and interact effectively with diverse customer and team member groups, and with all levels of the organization
- Employ excellent analytical, problem-solving, critical thinking, and judgment skills to ensure the accuracy and completeness of the information provided to customers and documented in various systems
- Organize, prioritize, and process a high volume of work accurately and efficiently
- Proficient in common mortgage industry business support tools and financial services technology (i.e., Microsoft Office, Outlook, Fiserv, Encompass, etc.)
Skills
- Three years' broad mortgage servicing experience; escrow experience a must!
- Demonstrated knowledge of the end-to-end mortgage process
- One year of experience in a high-volume call center environment
- Demonstrated proficiency in common mortgage industry business support tools and financial services technology
- Working knowledge of and demonstration of 'best-in-class' customer service practices and principles
- Excellent verbal and written communication skills
- Strong customer relations disposition and interpersonal skills
Company Overview