Mortgage Customer Service Representative (On-site)

Primary Function The Customer Service Representative, aka, the Performing Loan Consultant is responsible for providing excellent customer service in a fast-paced call center. The Performing Loan Consultant will handle inbound customer service related calls, as well as, contact homeowners across the country to collect past-due mortgage payments, identify their issues, and develop practical payment solutions that help them get current in their mortgage payments. Our Performing Loan Consultant team is the face of our organization, and we are interested in hiring individuals that are fully committed to providing exceptional customer service. Principal Duties • Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner. • Use a blend of manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies. • Develop workable payment solutions that satisfy both our clients/investors and our company. • Handling inbound Customer Service calls, assisting with an assortment of questions from website assistance, escrow to processing payoffs. • Process homeowners’ mortgage payments. • Offer and refer eligible homeowners for refinancing opportunities to the Originations department • Arrive at work on-time for all shifts. Reliable transportation to work or comply with requirements for remote work policy. • Achieve company performance goals. • Take part in continuous training in company policies/procedures and industry regulations. • Consistently represent the company in a positive and professional manner. • Performs related duties as assigned by supervisor. Education and Experience Requirements • College degree preferred, High-school diploma (or equivalent) required. • Over 1 year of collections experience (preferred, but not required). Knowledge, Skill and Ability Requirements • English fluency. • Outstanding negotiation and telephone communication skills. • Familiarity with Internet-based search techniques (including the use of skip-tracing solutions). • The ability to maintain professional conduct with people of any mood or personality type. • Excellent reasoning and research skills; the ability to see the “big picture” and manage the details. • The ability to safeguard confidential customer and company information. • A solid work ethic, high integrity, a positive attitude, and strong attention to detail. • The ability to follow instructions but work with minimal direct supervision. • Excellent keyboard skills. • Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.). • Spanish or bilingual is a plus. • Sales experience a plus While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary. Job Type: Full-time Pay: $43,920.00 - $65,440.00 per year Benefits: • 401(k) matching • Dental insurance • Health insurance • On-the-job training • Paid time off • Parental leave • Professional development assistance • Referral program • Vision insurance Work Location: In person