Be an early applicantLess than 25 applicants

Company

Original Job Post

MCI · 2 days ago

Remote Mortgage Customer Service Representative

Kentucky, United States

Full-time

Remote

Entry Level

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Business Information Systems

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Responsibilities

Handle inbound customer calls in a courteous, timely, and professional manner

Listen to customers, understand their needs, and resolve customer issues

Escalate customer issues to the appropriate staff and managerial for resolution as needed

Ensure first call resolution through problems solving and effective call handling

Follow the processes of the Client program and perform all tasks in a courteous and professional manner

Utilize knowledge base and training to accurately answer customer questions

Create and maintain customer CRM records with accurate call details

Accurately document call resolution in appropriate systems

Strictly follow client process for handling financial issues and inquiries

Comply with requirements surrounding confidential information and personal information

Follow all required scripts, policies, and procedures Adhere to all attendance and work schedule requirements including all scheduled training

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Typing speedEnglish fluencyComputer familiarityMicrosoft office suiteProblem solvingEmpatheticResponsivePatientConscientiousTeam orientationCustomer focusPositive attitudeReliableIssue identificationConflict resolution judgementInterpersonal skillsRelationship buildingBanking experienceData entryProfessional writingBackground investigationSecurity investigationDrug screeningCommunicationProblem-solving

Required

Must be 18 years of age

High School Diploma or Equivalent

The ability to multi-task using multiple screens and systems while talking on the phone with customers.

The ability to type swiftly and accurately 30-45 Words per minute

The ability to read and speak English fluently

Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet

Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint)

Excellent organizational, written, and oral communication skills

The ability to multi-task across multiple systems and screens while speak to customers.

Must be customer service oriented (empathetic, responsive, patient, and conscientious)

Strong team orientation and customer focus with a positive attitude

Highly reliable with the ability to maintain regular attendance and punctuality

Aptitude for issue identification and problem solving

The ability to thrive in a fast-paced environment where change and ambiguity are prevalent

An aptitude for conflict resolution and problem solving

The ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handling

Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred

Relevant experience in banking or financial services is a plus

Experience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plus

Must be authorized to work in the country where the job is based.

Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

Must be willing to submit to drug screening. Job offers are contingent on drug screening results.