Customer Service Representative

New American Funding is hiring a Customer Service Representative to support its Inside Loan Agent Division. The role focuses on outbound communication with prospective mortgage customers, gathering financial information, educating customers and loan officers about next steps, entering data, and providing a high level of customer service.

Responsibilities:

• Engage in conversation and establish rapport with customers via email and outbound telephone communication
• Inquire and gather information as it relates to a customer's financial situation and financial goals
• Educate both customers and loan officers about next steps for a customer's file
• Set realistic expectations for both loan officers and customers in order to maximize customer satisfaction
• Input data into computer system as it relates to information gathered for the mortgage loan
• Disposition customer files appropriately depending on the interest and ability of customers to proceed with being connected with a Loan Officer to continue the loan origination process
• Other duties may be assigned

Requirements:

• Must have outbound calling experience
• must be able to work on Pacific Time
• must be open to a schedule with a start time ranging between 5am-9:45am PST plus overtime and a weekend Saturday rotation
• 1-2 years of customer service, call center, or sales experience
• Ability to effectively communicate with customers
• Excellent customer service skills
• Proficiency with Microsoft Office programs such as Word, Excel, and Outlook
• Passionate about helping customers achieve financial goals
• Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S
• Physical Demands: Must be able to lift up to ten pounds
• Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information
• VISION: See in the normal visual range with or without correction
• HEARING: Hear in the normal audio range with or without correction
• One or more years' of office or inside customer service / call center experience preferred
• 1 or more years of experience working in the mortgage or real estate industry preferred
• 1+ years of customer service and/or sales experience preferred
• High School Diploma or equivalent; some college preferred