Call Center Representative

Discover a different kind of workplace 'll join a passionate team of servicing professionals dedicated to our clients, their borrowers, and the reverse mortgage industry. At Celink, you'll have the opportunity to make a meaningful impact within a fast-moving organization while working alongside experienced, mission-driven professionals. We value strategic thinking, collaboration, and integrity and constantly strive to be best in class.

Joining Celink means being part of a collaborative workplace that values innovation, thoughtful problem-solving, and continuous growth. Employees are encouraged to rethink traditional approaches, share bold ideas, and continuously learn and thrive.

Flexible, remote work environment that supports work-life balance.

• Supportive, collaborative team culture built on respect and partnership
• Opportunities to learn, build skills, and contribute to meaningful outcomes
• Emphasis on quality, consistency, and reliable support in everyday work

Celink offers a comprehensive and competitive total rewards package designed to support employees' financial, physical, and emotional well-being, including:

• Comprehensive medical, dental, and vision coverage with multiple plan options
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA), including dependent care
• 401(k) with employer match and immediate vesting
• Employer-paid life insurance, disability coverage, and parental leave
• Generous paid time off, paid holidays, and flexible work arrangements

• Respond efficiently and accurately to borrowers or their representative, explaining possible solutions, and ensuring that caller feels supported and valued
• Handle anywhere from 25-100 calls per day based on call volume and call campaign assignment
• May be assigned to manual outbound calls, inbound calls or blended inbound/outbound calls for active and defaulted accounts.
• Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service
• De-escalate situations involving dissatisfied borrowers or their representatives, offering patient assistance and support, escalated issues promptly and with the appropriate sense of urgency when necessary
• Work collaboratively with team members and call center management to contribute to department goals and maintain service level objectives.
• Maintain strict confidentiality of customer information and interactions.
• Become knowledgeable in all areas of the call center with high focus to resolve defaults and prevent foreclosure.
• Adhere to all established company policies and procedures

Education

• High school education or equivalent required.

• Minimum one years' experience in a call center or similar quality driven customer service environment
• Soft collection experience preferred
• Familiarity with FDCPA, TCPA, CFPB, and Consumer Privacy Laws

Professional Certification/License N/A

• Learn and become familiar with operating systems including Genesys call center software and Celink's proprietary servicing platform.
• Exceptional customer service, active listening, and verbal and written communication skills, and professional phone voice
• Understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software, and strong typing skills
• Ability to ask prying questions and diffuse tense situations
• Strong time management and decision-making skills
• Adaptability and accountability
• Ability to learn and adapt to a changing environment quickly
• Able to work independently and as part of a team
• Ability and willingness to take ownership of issues and apply the appropriate sense of urgency
• Ability to effectively communicate feedback and present observations, trends and recommendations to peers and management staff
• Friendly and respectful

The salary range for this position is $18.00-$19.50 per hour. Actual compensation will be determined based on factors such as job-related knowledge, skills, experience, and geographic location. Additionally, certain eligible positions may qualify for annual performance-based incentive compensation and/or bonus opportunities.

Work is performed in a professional office or home office environment with no unusual hazards. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

While performing the duties…