Remote Mortgage Customer Service Representative

Remote Mortgage Customer Service Representative

Remote Work-at-Home, Full-Time, Hourly + Bonus

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. This position supports customer service for mortgage customers, requiring interaction with hundreds of customers each week to resolve support issues and ensure a best-in-class customer experience.

Key Responsibilities:

• 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

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 speaking 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

MCI offers a competitive compensation and benefits package, including paid time off, incentives, health benefits, retirement savings, and career growth opportunities. If you are a motivated and customer-focused individual, please apply today.

MCI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is free from discrimination and harassment.