Note: The job is a remote job and is open to candidates in USA. Finance of America helps homeowners aged 55 and older access their home equity through reverse mortgage solutions. The Customer Service Representative fosters positive borrower relationships by handling inbound and outbound calls, addressing inquiries, recommending suitable products and services, and facilitating handoffs to the sales team.
Responsibilities
- Delivers an outstanding customer experience with a focus on satisfaction and relationship-building
- Handles inbound and outbound calls for new and existing customers, addressing inquiries and concerns professionally
- Assesses customer needs and recommends suitable products and services to meet their goals
- Facilitates warm handoffs to the sales team to ensure a seamless customer journey
- Maintains an in-depth understanding of company products and services to address objections effectively
- Accurately documents customer information and interactions in the system
- Triages complex issues, escalating to supervisors or other departments as needed
- Stays adaptable to call scenarios outside standard scripts, leveraging critical thinking skills
- Performs other duties and responsibilities as assigned
Skills
- High School Diploma
- Minimum 1 year of experience in customer service or a call center environment
- Confident communicator with excellent verbal and written communication skills
- Ability to handle objections and think critically in real-time
- Strong multitasking, prioritization, and time management skills in a fast-paced setting
- Thick-skinned and able to maintain a professional demeanor, even during difficult conversations
- Knowledge in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook preferred but not required)
- Quick learner with a high aptitude for adapting to new technologies and tools
- Detail-oriented with a commitment to accuracy and thoroughness
- Sales experience preferred
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Paid time-off benefits
- Flexible spending account
- 401(k) with employer match
- Employee Stock Purchase Plan (ESPP)
Company Overview