Note: The job is a remote job and is open to candidates in USA. Towne Mortgage Company is a national mortgage lender with more than 40 years of experience in the mortgage industry. The Customer Service Representative handles customer calls and service requests related to mortgage and escrow accounts, resolves servicing and payment inquiries, researches account information, and escalates complex issues when necessary.
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 information provided to customers and documented across 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
Benefits
- This position is remote.
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