Customer Service Representative

Finance of America helps homeowners 55+ access their equity while maintaining control of their financial future. The Customer Service Representative is responsible for fostering positive relationships with borrowers through exceptional service, handling inbound and outbound calls, and guiding customers towards tailored solutions.

Responsibilities:

• Delivers an outstanding customer experience with a focus on satisfaction and relationship-building
• Handles inbound and outbound calls for new and existing customers, addressing inquiries and concerns professionally
• Assesses customer needs and recommends suitable products and services to meet their goals
• Facilitates warm handoffs to the sales team to ensure a seamless customer journey
• Maintains an in-depth understanding of company products and services to address objections effectively
• Accurately documents customer information and interactions in the system
• Triages complex issues, escalating to supervisors or other departments as needed
• Stays adaptable to call scenarios outside standard scripts, leveraging critical thinking skills
• Performs other duties and responsibilities as assigned

Requirements:

• High School Diploma
• Minimum 1 year of experience in customer service or a call center environment
• Confident communicator with excellent verbal and written communication skills
• Ability to handle objections and think critically in real-time
• Strong multitasking, prioritization, and time management skills in a fast-paced setting
• Thick-skinned and able to maintain a professional demeanor, even during difficult conversations
• Quick learner with a high aptitude for adapting to new technologies and tools
• Detail-oriented with a commitment to accuracy and thoroughness
• Sales experience preferred
• Knowledge in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook preferred but not required)