What are the responsibilities and job description for the Customer Service Representative position at ibex?
Customer Service Representatives will support a leading provider of credit information for mortgage lending to support customer service and credit facilitation operations. In this role, you will play a vital part in ensuring effective communication between borrowers, lenders, and creditors during the mortgage application process. You will initiate and support conference calls, gather updated credit information, and help guide meetings to ensure accurate outcomes and client satisfaction.
Key Responsibilities
- Initiate calls to borrowers to arrange or participate in conference calls regarding their mortgage applications.
- Place calls to creditors to request and verify current account information needed to update consumer credit reports.
- Serve as a liaison between lenders, borrowers, and credit bureaus to ensure information is communicated accurately and efficiently.
- Document call outcomes and update account records.
- Manage conference calls between multiple parties, including borrowers, lenders, and third-party creditors.
- Guide conversations to ensure calls remain focused and achieve intended goals.
- Encourage participation and clarify any misunderstandings during calls.
- Track and manage follow-ups.
Required Skills & Qualifications
- High school diploma or GED required
- Experience in customer service, call center, or credit reporting preferred.
- Strong communication skills—both written and verbal—with a clear, professional phone presence.
- Demonstrated patience, empathy, and problem-solving skills in customer interactions.
- Highly organized with the ability to manage multiple calls and follow-ups daily.
- Comfortable working independently and collaboratively in a fast-paced environment.
Computer navigation skills and comfortable working with multiple screens.