Customer Service Representative

HighTechLending, Inc is a trusted leader in the mortgage industry, and they are seeking a Customer Service Representative to be the first point of contact for prospective and existing mortgage clients. The role involves conducting calls, managing customer records, and ensuring a positive customer experience while adhering to company policies and benchmarks.

Responsibilities:

• Conduct outbound and inbound calls to make initial contact, confirm basic contact information, determine whether the customer would like to speak with a licensed Loan Originator, and transfer or schedule the customer accordingly
• Use approved scripts and professional communication techniques to explain the purpose of the call, answer general non-loan-specific questions, and refer all mortgage-related questions to a licensed Loan Originator
• Support team goals by meeting established call volume, contact, transfer, appointment-setting, documentation, and compliance-quality benchmarks
• Maintain accurate and detailed customer records, including call notes, follow-up activity, and updated contact information, within the company’s CRM system
• Proactively manage customer follow-ups and schedule appointments for licensed Loan Originators
• Utilize professional communication skills to build rapport, maintain customer engagement, address general concerns, and ensure a positive customer experience
• Provide timely documentation, reporting, and customer feedback to Sales Leadership to support process improvements and enhance the customer experience
• Adhere to company policies, procedures, compliance requirements, and approved communication guidelines at all times
• Perform additional duties and responsibilities as assigned to support the ongoing needs of the organization

Requirements:

• Maintains consistent attendance and adherence to scheduled work hours
• Must be computer savvy and proficient using applications such as Microsoft Office, Windows-based systems, Salesforce, CRM platforms, phone systems, and other technology tools
• Excellent verbal and written communication skills with a clear and professional speaking voice
• Strong listening skills with the ability to understand customer needs, engage in meaningful conversations, and provide a positive customer experience
• Customer-focused mentality with a commitment to providing exceptional service and creating a positive customer experience
• Ability to work collaboratively with team members and contribute to a positive team environment
• Approaches others in a professional and tactful manner; reacts well under pressure and adapts effectively to changing priorities
• Demonstrates integrity, professionalism, reliability, and alignment with company values and compliance standards
• One to three years of related customer service in a call center, financial services, or administrative experience preferred, or an equivalent combination of education and experience