Customer Support Center Specialist I

Join the company defining what it means to be an Impact Lender! Mortgages are what we do, but that doesn't define who we are. In 2008, Movement disrupted the industry with the innovative 6-7-1 mortgage process. In 2023, we pioneered again, helping launch Impact Lending – a new category of lending. Any mortgage lender that commits at least 10% of its profits to helping the neighborhoods it serves is an Impact Lender.

At Movement, we are Impact Lenders. We give 40%-50% of our profits to making an impact in our communities. For us, purpose and people have always come before profit.

So you want to be a Customer Support Center Specialist I at Movement Mortgage? We think you’ve got great taste! As a Customer Support Center Specialist I, you will be a contributing part in creating an excellent customer experience and a fun work environment. You will be responsible for managing the relationship between Movement and our customers as well as helping to resolve any inquiries the customer might present in an efficient, accurate, calm and positive manner.

Manage the relationship between customers and Movement via the following:

• Actively and patiently listen to customer questions and needs
• Provide solutions to customer in a clear, positive manner (and tone!)
• If you cannot provide a solution for a customer, be able to find a team member that can and warmly transition them to that team member while providing a smooth and painless customer experience
• Assist in educating the customer on how to use Movement sites, platforms, and tools
• Properly document each customer interaction in the MSP Mortgage Servicing System;
  Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns.
• Ensure that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines;
  Answer inbound and make outbound calls from the Customer Support Center and respond to customer requests within established timelines to maintain service level expectations and deliver quality service to customers.
• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.
• Maintain confidentiality of customer’s nonpublic information.
• Effectively communicate with team leads and managers to ensure Movement is providing excellence customer service.
• Speak clearly while also maintaining a positive attitude.
• Maintain a strong understanding of the loan process and ability to speak with customers regarding their mortgage loan information.
• Provide written and verbal responses to customer inquiries as needed.
• Efficiently navigate Movement systems.
• Work hard and have fun!

• A true passion for people, problem solving and the customer experience
• Fun, confident, calm (in any situation) personality
• Team player, highly ADAPTABLE and COACHABLE, always striving for personal and professional growth
• Proven time management and organizational skills
• Demonstrated excellent interpersonal and communication skills (verbal and written)
• Extremely detail oriented and ability to maintain the highest level of confidentiality
• Exhibits exemplary integrity, professionalism and strong work ethic
• Strong Office-based computer skills
• Maintains a positive fun attitude within the work environment
• High emotional intelligence, ability to recognize what our customers are truly asking and being able to think outside of the box
• Enjoys working with people

• High school diploma or GED required
• Bachelor’s degree or some college preferred; or one (1) to two (2) years related work experience and/or training; or a combination of equivalent education and experience
• Experience in a call center or in customer service
• Experience in a call center for mortgage servicing an absolute plus, but not a requirement!

The expected salary range for this position is between: $36,100.00 - $44,500.00 The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.

We also offer a…