Customer Service Representative

Responsibilities

Conduct outbound and inbound calls with mortgage clients to provide customer service support and discuss available solutions tailored to their needs. Educate customers on Reverse Mortgage features, benefits, and general program information in compliance with licensing and regulatory guidelines (excluding prohibited unlicensed activity).

• Respond professionally to customer inquiries, concerns, and objections related to mortgage products and services.
• Maintain accurate and detailed client records, including call notes, follow-up activity, and updated contact information, within the company’s proprietary CRM system.
• Proactively manage client follow-ups and schedule appointments for Loan Officers
• Utilize consultative communication techniques to address customer hesitation and overcome service- or product-related objections.
• Support individual and team performance goals by meeting or exceeding established call volume, appointment-setting, and service benchmarks.
• Provide timely documentation, reports, and customer feedback to Sales Leadership to help improve processes and reduce recurring objections.
• Adhere to company policies, procedures, and compliance standards while delivering a high level of customer service.
• Perform additional duties and responsibilities as assigned to support the ongoing needs of the organization.

• Previous experience with a Mortgage company is a must.
• Must be computer savvy using applications like Microsoft Office, Windows PC, Salesforce, 5-9 phone system, etc.
• Capacity for listening, dealing with confrontation, and overcoming objections.
• Should possess good reading skills and have a clear speaking voice.
• Customer-centric mentality.
• Excellent verbal and written communication skills.
• Works with the team; contributes to positive team environment.
• Approaches others in a tactful manner; reacts well under pressure; accepts and adapts to frequent change.
• Works with integrity and ethically; supports organization’s culture, goals, and values.
• Adheres to work schedule.
• High school diploma or general education degree (GED); and one to three years related experience and/or training; or equivalent combination of education and experience.