Our attention to customer service is paramount. Our associates represent the company in a professional and enthusiastic manner: by providing an exceptional level of customer service, supporting the company mission and vison statements, and adhering to our core values in all functions of their job responsibilities and interaction with referral partners, customers, clients, vendors, and associates.
Responsibilities
- Serve as the first point of contact for borrowers and MLOs, providing accurate information and assistance on mortgage products, application processes, and loan status.
- Respond promptly to customer inquiries via phone, email, and chat, ensuring a high level of customer satisfaction.
- Address and resolve customer complaints and issues, escalating to higher management or IT when necessary.
- Assist borrowers with completing their loan applications, gathering necessary documentation, and navigating the mortgage process.
- Provide guidance and support to MLOs regarding company policies, loan products, and customer inquiries.
- Analyze and troubleshoot issues that may arise during the loan application process, providing timely solutions to borrowers and MLOs.
- Proactively identify potential challenges and work with the relevant teams to address them before they impact the customer experience.
Qualifications
- High school diploma or equivalent
- Bachelor's degree, preferred.
- Minimum of 3-5 years of customer service experience, with at least 2 years in a Tier I or similar role within the mortgage or financial services industry.
- Excellent analytical skills, attention to detail, and ability to work within time constraints.
- Excellent level of oral and written communication skills; Ability to communicate across a variety of audiences.
- Professional and effective interpersonal skills; Solid decision-making skills with display of professionalism in maintaining confidentiality. Ability to build strong relationships with internal business partners to achieve success.
- Ability to rapidly acquire detailed knowledge of departmental policies, practices and procedures.
- Strong time management skills, fast learner, self-motivated, and comfortable taking initiative and handling multiple projects simultaneously.
- Committed to taking responsibility and ownership for agreed actions and delivery.
- Reports to work on a daily and timely basis.
- Experience working with B2B clients, especially in a private label or wholesale mortgage environment, is highly preferred.
- Any relevant certifications in customer service or the mortgage industry, a plus.
