Note: The job is a remote job and is open to candidates in USA. Robert Half is recruiting for a contract Customer Service Representative role supporting homeowners with service inquiries and concerns. The role handles escrow, website navigation, payoff and collections inquiries, identifies refinancing referrals, and coordinates with internal teams to support customer satisfaction.
Responsibilities
- Provide courteous and efficient support to homeowners by addressing their questions and resolving concerns
- Respond to inbound inquiries related to escrow, website navigation, and payoff processes
- Identify eligible homeowners for refinancing and refer them to the appropriate department
- Conduct outbound collections activities, focusing on accounts less than 30 days past due
- Direct escalated calls to the appropriate departments based on customer needs
- Achieve performance metrics and maintain high standards of service quality
- Utilize proprietary software systems effectively and provide feedback for improvements
- Collaborate with internal teams to ensure smooth operations and customer satisfaction
Skills
- At least 1 year of experience in a customer-facing role, preferably within a call center
- High school diploma or equivalent is required
- Strong interpersonal skills and the ability to adapt to diverse customer needs
- Willingness to learn and effectively use proprietary servicing software
- Experience in either mortgage servicing or call center environments is acceptable
- All applicants applying for U.S. job openings must be legally authorized to work in the United States
- Previous exposure to mortgage servicing, including property tax, insurance, collections, or customer service, is a plus
- A college degree is preferred
- Background in mortgage servicing within a call center environment is highly desirable
Benefits
- Free online training.
- Medical, vision, dental, and life and disability insurance are available to contract/temporary professionals.
- Hired contract/temporary professionals are eligible to enroll in the company 401(k) plan.
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