Mortgage Customer Service Representative

$35,360 - $35,360/Yr

Nationwide Recovery Service - Cleveland, TN

Full-time - Entry Level

Remote - Cleveland, TN

Administrative and Support Services

About the position

The Mortgage Customer Service Representative at Nationwide Recovery Service, Inc. is responsible for managing diverse customer inquiries related to mortgage services, including escrow details, payments, and loan maintenance. This role requires excellent communication skills, multitasking abilities, and adherence to service-level expectations in a fast-paced call center environment. The representative will work towards achieving production and performance goals while maintaining professionalism and customer satisfaction.

Responsibilities

• Manage diverse customer inquiries related to escrow details, payments, and loan maintenance.
• Maintain service-level expectations while adapting to varying call volumes and workflows.
• Hit production and performance goals established by mortgage clients.
• Provide professional and courteous communication with coworkers, management, and customers.
• Handle emails and phone calls effectively, demonstrating proficiency in email etiquette.
• Keep detailed and personalized notes to aid in call resolution and training.
• Organize and maintain information for quick reference during calls.
• Understand the importance of maintaining near perfect attendance.
• Motivate oneself in a routine of working on the phone.

Requirements

• 1 year experience within a call center handling debt collection.
• Ability to remain calm and professional under pressure while meeting key performance indicators.
• Ability to work from home independently in a quiet and uninterrupted environment.
• Exceptional de-escalation skills to address frustrated customers respectfully.
• Must be able to take constructive criticism to strive for success.
• High School Diploma or equivalent.
• Good tenure at previous jobs (2+ years in a relevant field).
• Above average computer proficiency and the ability to navigate systems while handling customer interactions.

Nice-to-haves

• Experience in mortgage services or loan servicing protocols.

Benefits

• Health insurance
• Life insurance
• Short Term Disability
• Long Term Disability
• Vision insurance
• Dental insurance
• 401(k)
• 401(k) matching
• Employee Assistance Program
• Health Saving Account with employer match
• Paid time off
• On-the-job training
• Internal progression and promotion