WAH Mortgage Customer Service Representative

Join to apply for the WAH Mortgage Customer Service Representative role at Mass Markets.

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

This position supports customer service for mortgage customers. You will interact with hundreds of customers weekly across the country to resolve support issues and ensure a top-tier customer experience. Candidates should be confident, engaged, team-oriented, and maintain a positive attitude daily.

To be considered, complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

• Handle inbound customer calls courteously, timely, and professionally.
• Listen to and understand customer needs to resolve issues.
• Escalate issues to appropriate staff or management when necessary.
• Achieve first call resolution through problem-solving and effective call handling.
• Follow client processes and perform tasks professionally.
• Use knowledge bases and training to answer questions accurately.
• Create and maintain accurate CRM records.
• Document call resolutions properly.
• Follow client procedures for financial inquiries and issues.
• Maintain confidentiality of sensitive information.
• Adhere to scripts, policies, and schedules, including training attendance.

Must be 18+, high school diploma or equivalent, able to multi-task across multiple systems, type 30-45 WPM, fluent in English, familiar with computer applications including Microsoft Office, possess excellent communication skills, be customer service-oriented, reliable, and adaptable to fast-paced environments. Experience in banking or financial services is a plus.

Competitive compensation based on experience, with benefits including paid time off, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a supportive work environment.

Work is primarily sedentary in an office environment. Must be authorized to work in the country, willing to undergo background/security checks and drug screening. Reasonable accommodations are available per ADA guidelines.

MCI is committed to diversity and inclusion, providing equal employment opportunities regardless of age, race, gender, disability, or other protected characteristics.

MCI is a global provider of business process outsourcing, IT services, and customer experience solutions, recognized for rapid growth and industry leadership.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Industry: IT Services and Consulting