Remote Mortgage Customer Service Representative

MCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in customer experience and business process outsourcing. The Mortgage Customer Service Representative will support mortgage customers by resolving support issues and ensuring a best-in-class customer experience through effective communication and problem-solving skills.

Responsibilities:

• Handle inbound customer calls in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problems solving and effective call handling
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize knowledge base and training to accurately answer customer questions
• Create and maintain customer CRM records with accurate call details
• Accurately document call resolution in appropriate systems
• Strictly follow client process for handling financial issues and inquiries
• Comply with requirements surrounding confidential information and personal information
• Follow all required scripts, policies, and procedures
• Adhere to all attendance and work schedule requirements including all scheduled training

Requirements:

• Must be 18 years of age
• High School Diploma or Equivalent
• The ability to multi-task using multiple screens and systems while talking on the phone with customers
• The ability to type swiftly and accurately 30-45 Words per minute
• The ability to read and speak English fluently
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint)
• Excellent organizational, written, and oral communication skills
• The ability to multi-task across multiple systems and screens while speak to customers
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Strong team orientation and customer focus with a positive attitude
• Highly reliable with the ability to maintain regular attendance and punctuality
• Aptitude for issue identification and problem solving
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• An aptitude for conflict resolution and problem solving
• The ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handling
• Excellent interpersonal skills and the ability to build relationships with your team and customers
• Relevant experience in banking or financial services is a plus
• Experience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plus