Customer Service Associate - Remote

Overview

The Customer Service Associate (CSA) is responsible for taking incoming calls on a multiple phone line system (queue) in addition to making outbound calls. The CSA will assist borrowers with inquiries about loan balances, escrow accounts, payment history and payment processing. CSA will also need to be aware of and explain consumer regulatory rights and coverage.

In Short

• 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.
• Make outgoing Welcome calls to new MLS customers.
• Assist customers with website registration and explain payment options.
• Recommend improvements for processes to boost organizational efficiency.

Requirements

• High school diploma (or equivalent) required.
• Previous experience in mortgage loan servicing desired.
• Minimum of 1-year previous customer service experience required.
• Maintain & foster positive relationships with customers and business partners.
• Provide professional communication in both oral & written expression.
• Excellent organizational & analytical skills.
• Ability to handle highly sensitive confidential information.
• Experience with email, MS Word, MSP.
• High degree of dependability.

Benefits

• Equal Opportunity / Affirmative Action Employer.