Mortgage Customer Service Representative

LOCATION: Remote Work-at-Home JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: Commensurate BENEFITS & PERKS: LOCAL REPRESENTATIVE: Paid Training Paid Time Off Medical Dental Vision Life Insurance Retirement Advancement Opportunity Flexible Schedules Daily Contests Prizes Casual Dress Code Regular Raises APPLICATION DETAILS: No Resume Required On-site Interview POSITION OVERVIEW:

We are hiring customer care representatives to assist mortgage customers with various account inquiries while advising callers about additional products or services. We are seeking individuals who will work to ensure our organization is providing world class service to our members employees and our communities.  In this role you will work directly with mortgage customers providing product and account information resolving customer issues and answering customer questions.

Candidates should have a positive demeanor a strong work ethic a track record of working well with customers. We offer many advancement opportunities including Supervisor Trainer Talent Acquisition and Operations Management.

Schedules vary by site and project; however we can usually find something that works for everyone. This is an on-site entry-level position. Prior contact center experience isn't required; candidates experienced in customer service industries such as servers bartenders and retail associates are encouraged to apply!

To be considered for this position you must complete a full application on our company careers page including screening questions and a brief pre-employment test.

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POSITION RESPONSIBILITIES:

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service for mortgage customers.  This role requires you to interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience.  You will need to be confident fully engaged a team player and dedicated to bringing a positive and enthusiastic outlook to work each day.

Essential Duties

• 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

CANDIDATE QUALIFICATIONS:

W ONDER IF YOU ARE A GOOD FIT?

It's about building relationships and turning the knowledge you gain in training into customer wins. MCI provides all new employees with world-class training so all positive driven and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated energetic and dedicated.

Required

• 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

Preferred

• 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

CONDITIONS OF EMPLOYMENT:

• Must be authorized to work in their country of residence (The United States or Canada)
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results
• Must be willing to submit to drug screening.

COMPENSATION DETAILS:

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off so we make sure that our compensation and total rewards are competitive.   Standard starting compensation is commensurate with experience.  Regular reviews and raises are awarded based on tenure and performance so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers tablets phones TV’s trips tickets and even cars.  In addition to our standard group benefits offering for full-time employees following 90-days of employment all employees are eligible to opt for our MEC medical plan after only 30-days of employment.  Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS

• Medical Dental and Vision Coverage Options
• Paid Time-Off
• Regular Raises
• Advancement Opportunity
• Fun Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests

PHYSICAL REQUIREMENTS:

This job operates in a professional office environment. While performing the duties of this job the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment including a phone copier and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects move objects from place to place hold onto objects and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION:

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed please contact Kate Murph Vice President of Human Resources.

DIVERSITY AND EQUALITY:

At MCI and its subsidiaries we embrace differences and believe diversity is a benefit to our employees our company our customers and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment including recruitment hiring training compensation promotion benefits social and recreational programs and discipline . In addition it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws regulations and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY):

MCI ( www.mci.world ) helps customers take on their CX and DX challenges differently creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing staff augmentation call center services customer services and IT Services needs by providing general and specialized hosting software staff and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa Georgia Florida Texas Massachusetts New Hampshire South Dakota New Mexico California Kansas and Nova Scotia.

Driving modernization through digitalization MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows acquires and operates companies that have a synergistic products and services portfolios including but not limited to Automated Contact Center Solutions (ACCS) customer contact management IT Services (IT Schedule 70) and Temporary and Administrative Professional Staffing (TAPS Schedule 736) Business Process Management (BPM) Business Process Outsourcing (BPO) Claims Processing Collections Customer Experience Provider (CXP) Customer Service Digital Experience Provider (DXP) Account Receivables Management (ARM) Application Software Development Managed Services and Technology Services to mid-market Federal & enterprise partners. MCI now employs 10000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps Mass Markets MCI Federal Services (MFS) The Sydney Call Center OnBrand24 and Valor Intelligent Processing (VIP).

DISCLAIMER:

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties responsibilities skills and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate employment at any time for any reason.

REGARDING COVID-19:

As an employer supporting critical Federal State Provincial and Commercial clients we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site frequent deep cleaning and disinfecting of workstations and common areas daily contactless temperature checks for those essential employees working on-site travel policies limiting travel and mandatory quarantine reporting and quarantine processes and policies for those exposed and requesting masks to be worn when on-site employees are not at their workstation.

For more information on MCI’s response to COVID-19 please visit www.mci.world/covid-19 .