Customer Service Rep I
- Provide exceptional support to our customers through polite and informative phone interactions in an inbound high volume call center environment
- Provide account information to customers including, but not limited to, inquiries regarding loan payments, escrow, taxes, payoffs, and loan documents
- Conduct research to resolve and respond to customer inquiries accurately
- Interact cross-departmentally to resolve customer requests, including escalations
- Perform other related duties as assigned
- Demonstrate behaviors that are aligned with the organization's desired culture and values
- Structured 8 week training is provided in office and full attendance is a condition of employment
- Direct coaching and support is provided throughout training to improve skills and build confidence and independence in the CSR role
- Training is typically conducted Mon-Fri from 7:00 am - 4:00 pm PST
- 6:00 am - 3:00 pm PST Only
- 7:00 am - 4:00 pm PST & CT
- 8:00 am - 5:00 pm PST & CT
- 9:00 am - 6:00 pm PST & CT
- Normally 2 half-day shifts on Saturdays each month
- An additional hour during peak call volume days (e.g., Mondays, mid-month, end of the month)
- Demonstrate patience, kindness, and understanding for customers during all interactions
- Easily navigate multiple screens, find relevant data, and communicate clearly to customers
- Computer proficiency, including Word and Excel
- Deliver timely and accurate information in a fast-paced environment
- Critically think with strong negotiation and problem solving skills, mathematical aptitude, and sound judgment
- Make decisions independently within set policy and procedures
- Mortgage and/or financial services industry experience is a plus
- Bi-lingual Spanish is a plus; additional per-call compensation may apply
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
- Lower in range - Building skills and experience in the role
- Mid-range - Experience and skills align with proficiency in the role
- Higher in range - Experience and skills add value above typical requirements of the role
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