CUSTOMER SERVICE REP. - Remote
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AI Summary
Towne Mortgage Family of Companies has more than 40 years of experience in the mortgage industry as a multi-channel, national mortgage lender. We have an opening on our Customer Service team, and we are looking for the right person to join our award-winning company.
When you choose to work at Towne, you join more than a mortgage company; you become part of the Towne family! Our culture encourages you to show up for the job and stay for your career!
Position Overview:
The Customer Service Representative receives and processes telephone calls and service requests from customers regarding mortgage and escrow accounts. Is responsible for appropriately resolving customer inquiries regarding mortgage loan servicing, escrow accounts, billing, and payment processing. Escalates more complex problems to leadership for review and resolution. Promotes Towne Mortgage customer service standards by demonstrating an understanding of the mortgage process and account information, researching and reviewing sources to ensure accuracy, and responding to customer inquiries.
The schedule for this position is 9 a.m. - 6 p.m. or 10 a.m. to 7 p.m. EST. Possible rotating Saturdays. This position is remote.
Duties & Responsibilities Overview:
- Respond to a wide range of customer inquiries in accordance with Towne Mortgage quality, compliance, and service standards.
- Utilize various mortgage and accounting systems to accurately research, review, and document various customer account information.
- Maintain demonstrated working knowledge of all elements of the mortgage lifecycle and relevant regulatory and compliance guidelines.
- Demonstrate excellent customer service skills consistently, including active listening and the ability to explain complex concepts over the phone, via email, and in person.
- De-escalate dissatisfied customers appropriately, implement appropriate service recovery strategies, and escalate to leadership as necessary.
- Possess strong written and verbal communications skills and interact effectively with diverse customer and team member groups, and with all levels of the organization.
- Employ excellent analytical, problem-solving, critical-thinking, and judgment skills to ensure the accuracy and completeness of information provided to customers and documented across various systems.
- Organize, prioritize, and process a high volume of work accurately and efficiently.
- Proficient in common mortgage industry business support tools and financial services technology (i.e., Microsoft Office, Outlook, Fiserv, Encompass, etc.)
Requirements Overview:
- Three years’ broad mortgage servicing experience; escrow experience a must!
- Demonstrated knowledge of the end-to-end mortgage process
- One year of experience in a high-volume call center environment
- Demonstrated proficiency in common mortgage industry business support tools and financial services technology
- Working knowledge of and demonstration of “best-in-class” customer service practices and principles
- Excellent verbal and written communication skills.
- Strong customer relations disposition and interpersonal skills.
Towne Mortgage is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, disability, national origin, veteran status, or genetic information, as well as any other State or local employment protections. Towne Mortgage is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
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