Customer Service Representative - REMOTE

Who We Are Service Mac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. Service Mac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability.

Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

Our team helps customers navigate their mortgage accounts by researching questions, troubleshooting issues, and providing clear and accurate information. In this role, you’ll use multiple systems and resources to analyze account information, perform basic calculations, document customer interactions, and identify solutions—all while delivering a positive customer experience. You’ll also play an important role in helping the team meet service, call-handling, and regulatory requirements.

• Resolve Customer Inquiries:
  Speak directly with customers to understand their needs, answer questions, troubleshoot account concerns, and provide timely resolutions.
• Research & Analyze Accounts:
  Review mortgage account information across multiple systems to investigate questions, identify issues, and determine appropriate solutions.
• Verify Account Information:
  Confirm and update customer contact and account information to help maintain accurate records.
• Implement Solutions:
  Evaluate customer concerns and take appropriate corrective action based on established procedures and available resources.
• Escalate Complex Issues:
  Recognize when additional support is needed and partner with managers, support representatives, or other teams to resolve more complex requests.
• Document Customer Interactions:
  Maintain accurate account records by entering clear, concise, and thorough notes regarding customer conversations and actions taken.
• Investigate & Follow Through:
  Research a variety of customer concerns and coordinate with internal teams to help ensure issues are resolved accurately and timely.
• Assist With Billing Questions:
  Help customers understand billing-related matters and coordinate with Collections or other appropriate departments when additional assistance is required.
• Identify Additional Solutions:
  Introduce customers to relevant products and services offered by our clients when appropriate.
• Support Service & Compliance Goals:
  Meet established call-handling, quality, productivity, and regulatory requirements while providing a consistent customer experience.

• At least 1 year of related experience in a call center or customer service environment.
• Mortgage servicing, financial services, or other related industry experience preferred.
• High school diploma or equivalent required.
• Strong customer service and communication skills.
• Ability to navigate multiple computer systems and screens while assisting customers.
• Strong attention to detail and the ability to maintain accurate account documentation.
• Basic math and problem-solving skills.
• Ability to research information, analyze customer concerns, and determine appropriate next steps.

Regular

Shift: Monday – Friday, 11:30 a.m. – 8:00 p.m. ET
Saturday Rotation:
One Saturday every four weeks, 9:00 a.m. – 3:00 p.m. ET, with a scheduled weekday off Tuesday through Thursday.
Occasional mandatory overtime may be required based on business needs and call volume.
Training:
The three-week training program will be held from 9:00 a.m. – 6:00 p.m. ET. $20 - $22 hourly This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors…