Note: The job is a remote job and is open to candidates in USA. First American, through its ServiceMac mortgage servicing team, provides technology, products, and services for the mortgage and real estate industries. The Customer Service Representative helps customers navigate mortgage accounts by researching questions, troubleshooting issues, analyzing account information, documenting interactions, and providing accurate solutions while meeting service and regulatory requirements.
Responsibilities
- Resolve Customer Inquiries: Speak directly with customers to understand their needs, answer questions, troubleshoot account concerns, and provide timely resolutions
- Research & Analyze Accounts: Review mortgage account information across multiple systems to investigate questions, identify issues, and determine appropriate solutions
- Verify Account Information: Confirm and update customer contact and account information to help maintain accurate records
- Implement Solutions: Evaluate customer concerns and take appropriate corrective action based on established procedures and available resources
- Escalate Complex Issues: Recognize when additional support is needed and partner with managers, support representatives, or other teams to resolve more complex requests
- Document Customer Interactions: Maintain accurate account records by entering clear, concise, and thorough notes regarding customer conversations and actions taken
- Investigate & Follow Through: Research a variety of customer concerns and coordinate with internal teams to help ensure issues are resolved accurately and timely
- Assist With Billing Questions: Help customers understand billing-related matters and coordinate with Collections or other appropriate departments when additional assistance is required
- Identify Additional Solutions: Introduce customers to relevant products and services offered by our clients when appropriate
- Support Service & Compliance Goals: Meet established call-handling, quality, productivity, and regulatory requirements while providing a consistent customer experience
Skills
- At least 1 year of related experience in a call center or customer service environment
- High school diploma or equivalent required
- Strong customer service and communication skills
- Ability to navigate multiple computer systems and screens while assisting customers
- Strong attention to detail and the ability to maintain accurate account documentation
- Basic math and problem-solving skills
- Ability to research information, analyze customer concerns, and determine appropriate next steps
- Regular Shift: Monday – Friday, 11:30 a.m. – 8:00 p.m. ET
- Saturday Rotation: One Saturday every four weeks, 9:00 a.m. – 3:00 p.m. ET, with a scheduled weekday off Tuesday through Thursday
- Occasional mandatory overtime may be required based on business needs and call volume
- Training: The three-week training program will be held from 9:00 a.m. – 6:00 p.m. ET
- Mortgage servicing, financial services, or other related industry experience preferred
Benefits
- Remote work arrangement
- Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
- Inclusive workplace culture
Company Overview