New American Funding · 1 month ago
Customer Retention Specialist
US
Full-time
Hybrid
Entry Level
$17/hr - $17/hr
1+ years expNew American Funding is a company focused on providing exceptional customer service in the mortgage industry. The Customer Retention Specialist will act as a liaison between borrowers and Loan Officers, facilitating connections for refinancing or home purchases while maintaining organized records and following up with leads.
Financial ServicesLendingMortgage
Responsibilities
Work as a liaison between the NAF borrower and NAF Loan Officer
Connect our borrowers who are eligible for a refinance or are in the market for a new home with a Loan Officer
Build rapport on initial call, take detailed notes, communicate outcome, and follow up with leads as needed
Keep organized records of lead dispositions and make suggestions for improvements to scripting based on borrower conversations
Exceed minimum standards for level of effort and transfer performance
Successful Retention CSRs effectively communicate with customers and Loan Officers through email, chat, and telephone conversations, and provide a high level of customer service to all parties involved with the interaction to create an exceptional customer experience
100+ outbound dials daily
Keep records of transfers to Loan Officers
Understand the reasons why borrowers do not wish to be transferred
Place follow-up calls to build rapport with borrowers non-responsive borrowers and borrowers who declined to be transferred
When borrower is ready to consider a refinance or purchase, connect borrower with active Loan Officer via live scheduled phone transfer or email
Qualification
Required
1-2 years of customer service, call center, or sales experience
Ability to effectively communicate with customers
Excellent customer service skills
Proficiency with Microsoft Office programs such as Word, Excel, and Outlook
Passionate about helping customers achieve financial goals
Must be able to verify identity and employment eligibility to work in the U.S
High School Diploma or equivalent
Preferred
Bilingual Spanish a plus
General credit knowledge
One or more years of office or inside customer service / call center experience preferred
1 or more years of experience working in the mortgage or real estate industry preferred
1+ years of customer service and/or sales experience preferred
Some college preferred
Company
New American Funding
New American Funding provides cutting-edge marketing and technology efforts allow us to compete with large banks.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Rick Arvielo
Co-Founder and CEO
Jeff Farinich
SVP Technology and Chief Information Security Officer
Recent News
HousingWire.com
2025-12-24
2025-12-22
HousingWire.com
2025-10-29
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