Customer Service Representative

Our customer-centric team is changing the home lending game with fierce loyalty and a dedication to delivering an extraordinary home loan experience.  We empower our team members by engaging and immersing them in a fun, positive, and energetic atmosphere that emphasizes the customer experience above all else.  If you love coming to work every day and winning, hold yourself to high goals and standards, subscribe to a no-drama workplace, and live to serve your customers as much as each other…we want you on our team.

Mission Loans is seeking experienced mortgage professionals who thrive in a fast-paced environment without losing focus on the quality of work and delivering an exceptional customer experience.  As a Customer Service Representative, you will act as a liaison for our clients and provide product/service information. The best CSRs are genuinely excited to help customers.

PRIMARY DUTIES & RESPONSIBILITIES:

• Manage large amounts of outbound calls by responding to existing client inquiries or identifying potential clients who have shown interest in a mortgage.
• Connect the interested client with a licensed loan officer.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Adequately and efficiently processing high-volume orders, maintaining records, and consulting with customers on current concerns.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers.
• Contribute to team effort by accomplishing related results as needed.

SKILLS & ABILITIES:

• Subscribe to a no-drama workplace.
• Subscribe to the mission of creating a truly customer and team member-centric environment.
• Love to come into work every day and win.
• Highly motivated, self-starter with the ability to work independently under minimal supervision, and as a team player.
• Clear, effective interpersonal skills, written and verbal communication skills.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, multi-tasking environment and manage multiple deadlines.
• Strong analytical, problem-solving, and creative thinking skills.
• Strong problem-solving and creative thinking skills.
• Ability to learn and adapt to guideline changes.
• Strong organization, follow-through, and time management skills.
• Excellent attention to detail with commitment to accuracy and quality.
• Dependable, responsible, and able to use good judgment.
• Strong phone skills, easily building rapport and connections with customers.
• Performs other duties as assigned.

QUALIFICATIONS & EXPERIENCE

• High school degree or GED required
• Proven telemarketing and/or outbound customer support/service experience
• Track record of overachieving goals
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively
• Basic proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
• Experience with Byte, a plus

Location: On-site
Compensation: $19.50/hr Bonus

Notice to Agencies: Mission Loans, LLC. (the "Company") has an internal recruiting department. Mission Loans, LLC may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters ("Agency"). Agencies are hereby specifically directed NOT to contact Mission Loans, LLC—employees directly in an attempt to present candidates. The Company’s policy is for the internal recruiting team or other authorized personnel to present ALL candidates to hiring managers. Any unsolicited resumes sent to Mission Loans, LLC. from a third party, such as an Agency, including unsolicited resumes sent to a Company mailing address, fax machine, or email address, directly to Company employees, or to the resume database, will be considered Company property. Mission Loans, LLC. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Mission Loans, LLC., will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

Mission Loans, LLC is an Equal Opportunity Employer; we prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, and local laws.

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