Remote Mortgage Customer Service Representative

POSITION OVERVIEW

Remote Work‑at‑Home position. Supports customer service for mortgage customers. Interact with hundreds of customers each week across the country to resolve support issues and ensure a best‑in‑class customer experience. Requires confidence, engagement, teamwork, and a positive outlook.

• 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 management when needed
• Ensure first‑call resolution through problem solving and effective call handling
• Follow client program processes and perform all tasks courteously and professionally
• 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 the client process for handling financial issues and inquiries
• Comply with requirements regarding confidential and personal information
• Follow all required scripts, policies, and procedures; adhere to attendance and work schedule requirements, including scheduled training

• Must be 18 years of age
• High School Diploma or Equivalent
• Ability to multi‑task using multiple screens and systems while talking on the phone with customers
• Typing speed of 30‑45 words per minute
• Fluent reading and speaking in English
• Familiarity with computer and Windows PC applications and ability to learn new complex systems
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, SharePoint)
• Excellent organizational, written, and oral communication skills
• Strong team orientation, customer focus, positive attitude
• Highly reliable with regular attendance and punctuality
• Aptitude for issue identification, problem solving, and conflict resolution
• Good judgment when making decisions surrounding account inquiries, resolution paths, and call handling
• Excellent interpersonal skills and ability to build relationships with team and customers

• Relevant experience in banking or financial services
• Experience with data entry using a computer; proven professional writing and communication abilities to support customers

• Must be authorized to work in the country where the job is based
• Must be willing to submit to a Level II background and/or security investigation with a fingerprint; job offers contingent on results
• Must be willing to submit to drug screening; job offers contingent on results

• Paid Time Off (PTO) and paid holidays
• Incentives & rewards, including daily, weekly, and monthly contests with cash bonuses and prizes
• Health benefits (medical, dental, vision) after 60 days for full‑time employees; all employees have access to MEC plans after 30 days
• Retirement savings programs where available
• Short‑term disability coverage
• Life insurance options
• Accident and critical illness supplemental insurance
• Career growth and internal promotion focus
• Paid training while earning a paycheck
• Team‑oriented, engaging work environment
• Casual dress code

The job operates in a professional office environment. Employees will be largely sedentary and must sit/stand for long periods while using a computer and telephone headset. They will also operate a computer, phone, copier, and printer, and may occasionally move around the office, reach in various directions, and lift up to 40 pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI is committed to providing reasonable accommodations when requested by qualified applicants or employees with a disability, unless the accommodation would cause undue hardship. The policy applies to all aspects of employment.

MCI embraces differences and commits to a workplace free from discrimination. All aspects of employment at MCI are based on a person's merit and qualifications. MCI maintains a work environment free from discrimination and harassment for all protected characteristics. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.