US Mortgage Representative

Essential Functions:

Handling inbound phone calls, chats, and emails from customers.

Assisting customers in finding resolutions on customer query/issues/concerns

Helping customers understand our products, navigate the application process, and move

confidently through each step of their experience.

Manage customer expectations on timeline and resolution. Find best solutions to ensure

customer requirements are met

Treat customers in a consistent, courteous, and efficient manner according to quality monitoring

guidelines

Educate applicants on loan application process, guiding them through required steps and

documentation

Verification of customer, third party authorization etc.

Primary Interactions:

Champion the customer support experience as the first point of contact for prospective and existing customers managing inbound calls, chats, and emails to provide expert guidance on our products and their applications.

Help customers navigate the application process, troubleshoot issues, and resolve concerns with

empathy and efficiency.

Promote brand trust and loyalty by delivering exceptional support to our customers via phone, chat interactions and email.

Identify trends, gather key insights, and contribute ideas to improve customer support processes

and product experience.

Qualifications

Minimum 12 years education as per Philippines standard

At least 1+ years of prior customer service experience required with knowledge of Mortgage/HELOC or Loan Servicing/Loan origination documentation

Familiarity with income documents (pay stab, W2s, 1099) for loan completeness

Knowledge of Deed and its role in HELOC loans