Partnership and New Business Manager – Gym, Health and Wellness
Brightmeds
Mortgage Call Center Representative
LoanCare
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $20 per hour
Job Level
JuniorMid-Level
Tech Stack
Go
About the role
- Assist homeowners with routine or complex issues and requests in a call center environment
- Use an advanced telephony system
- Provide exceptional customer service, explain mortgage-based process information, and make decisions to resolve customer issues
- Handle inbound/outbound calls from/to customers in a fast-paced environment while maintaining established performance metrics expectations and delivering quality service
- Take ownership of the customer experience and demonstrate attributes in accordance with LoanCare brand experience expectations
- Utilize good judgment and understanding of processes/procedures to effectively resolve customer issues
- Obtain/evaluate all relevant information to handle inquiries and complaints accurately and efficiently
- Accurately track/document all communications with customers to provide a detailed history of contact
- Assist with identifying root causes and explain the best solution to promptly resolve customer concerns
- Achieve targeted individual and team-based performance goals monthly
- Follow escalation procedures to address customer concerns requiring additional research/resources to resolve
- Direct requests and unresolved issues to the designated resource
- All other duties as assigned.
Requirements
- Must be available Monday – Friday 12-9 EST with rotating Saturdays
- Minimum 2+ years of call center experience preferred
- High School Diploma or equivalent required
- Knowledge of customer service principles and practices
- Excellent communication skills
- Strong attention to detail and accuracy
- Problem-solving and problem analysis skills
- Ability to use an advanced telephony system
- High-speed internet connection with minimum download 25 Mbps and upload 10 Mbps
- Quiet, private place in home for work
- Ability to pass pre-employment background screenings
- Fluent Spanish bilingual candidates: differential paid pending completion of bilingual assessment
