What are the responsibilities and job description for the Mortgage Customer Specialist position at Firstsource?
Mortgage Customer Specialist
This position is In-office located at 2330 Commerce Park Dr. NE, Palm Bay, FL 32905
Our employees contact homeowners to assist them in catching up on loan payments. We are committed to providing compassionate support to our customers as we help them navigate home loan payments during challenging times.
Duties and responsibilities:
- Identify customer questions, complaints, concerns, and overall needs.
- Handle customer complaints respectfully and professionally.
- Redirect customers to appropriate departments and teams when appropriate.
- Follow up with callers on complaint/question status, ensure resolution.
- Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.
- Follow all communication procedures, policies, and guidelines during every customer interaction.
- Perform duties and responsibilities with our customers' satisfaction as your number one priority.
Education:
- High school diploma or equivalent (GED) required.
Experience & Abilities:
- Minimum one year of Call Center experience required
- Helpful, friendly customer service experience is required.
- Able to talk on the phone and navigate a computer at the same time.
- Able to read notes within the computer system to answer questions.
- Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
- Ability to multitask (i.e., document all calls, send emails and/or faxes to callers, perform any follow-up work promised to a caller).
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance