Customer Support

• Manage large amounts of inbound and outbound calls in a timely manner
• Identify customers’ needs, clarify information, research issues, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups
• Keep records of conversations in our call center database
• Meet team qualitative and quantitative targets
• Process ACH payments, following the ACH process
• Utilize Black Knight platform to review borrower accounts for the following information: Payment history, Payoff statements, PMI status, Escrow Analysis
• Update contact information
• Make outgoing Welcome calls to new MLS customers: Answer any initial questions the customer has in regard to the servicing of the loan
• Verify mailing address, social security numbers, and phone numbers
• Assist customers with website registration and explain payment options
• Make other outbound calls as assigned
• Recommend improvements for processes to boost organizational efficiency
• All other duties as assigned by management

Customer Service Associate

Associate Customer Support Rep, Vet

UX/UI Tools Analyst

Customer Care Supervisor

Field Customer Care Specialist

Field Customer Care Specialist