Customer Service Associate

Job description:

Customer Service Associate [HYBRID ONSITE AND REMOTE POSITION]

PropertyRate is a rapidly growing, venture capital backed Valuation Services Provider to the real estate and mortgage services industry, located in Orange, CA. We are currently seeking a Customer Service Associate to join our team. We are passionate about making the often complex process of home ownership, financing and appraisals easier for borrowers, lenders and the service professionals who help homeowners close their mortgage loans. We offer associates a supportive, casual, and energetic environment with significant opportunity for personal and professional growth and advancement. We provide associates with a meaningful opportunity to impact the culture and gain exposure to and mentorship from senior team members. This role is ideal for a high energy person, passionate about learning, growing and exceeding client expectations.

Compensation and Benefits: The Customer Service Associate will have an opportunity for base salary, quarterly performance bonus, benefits, and company perks, including frequently catered meals and a great culture.

• $18.50 to $21.00 (compensation includes quarterly bonus which is dependent on performance)
• Medical and dental insurance;
• 10 paid holidays and 40 hours PTO

Position Description and Responsibilities: The Customer Service Associate (“Associate”) will serve as the first responder to incoming calls and emails from our lender clients, their borrowers or other service professionals as we guide them through the home appraisal process. The Associate is responsible for proactively following up with appraisers to ensure the timely completion of assignments and providing considerate and informative support to clients throughout the appraisal process.

Working hours and days will be Monday through Friday 9 am to 6 pm and can vary, depending on the workload, with overtime often required during training or seasonal peaks.

Currently, this position requires a hybrid work schedule with two days per week onsite and three remote (schedules and onsite days are consistent from week to week). The position is onsite until the 90-day training has been completed and department expectations have been met. After this initial training period, the role will move to a hybrid schedule. During training you will need to be in the office 5 days a week.

The company’s office is in Orange, CA, near The Outlets of Orange, just off the 22 freeway.

Key responsibilities include:

• Answering emails and phone calls in a timely, courteous and knowledgeable manner;
• Initiating outbound calls to service providers to secure status updates on current orders and update clients or their borrowers on order progress;
• Clearly, concisely and logically summarizing customer service issues and solutions both in writing and verbally to clients and other team members;
• Proactively resolving customer service issues and responding constructively to lender, borrower or appraiser support requirements;
• Presenting and explaining fees and the reason for any required variances from standard fee schedules;

• Processing client payments;
• Collaborating with team members across functions to identify and solve for recurring service issues.

Skills and Qualifications: The Customer Service Associate should have a passion for connecting with people, building expertise in new subjects and solving problems. The Associate will be required to communicate mortgage and appraisal specific information in plain English to borrowers, display patience under pressure, and exhibit insight and problem-solving skills for all client requests. As customer issues may vary widely and can be complex or urgent, a successful Associate will have attention to detail, be able to work independently in a fast-paced environment, make thoughtful decisions independently within set policies, and possess effective time management, prioritization, and multi-tasking skills. Qualified applicants should possess:

• Minimum of High School diploma or equivalent;
• Minimum of two years of customer service experience – familiarity with the mortgage, real estate, residential services or other consumer banking industries strongly preferred, but not required (industry specific training will be provided to all new Associates);

• Excellent phone etiquette and interpersonal/communication (written and verbal) skills;
• Facility with basic computer skills including knowledge of Microsoft Office and/or Google Suite;
• Experience with customer relationship management software programs preferred, but not required;
• Minimum 45 WPM typing speed.

PropertyRate is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all associates and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

Job Type: Full-time

Benefits:

• 401(k)

• Dental insurance

• 5 days of sick time

• 5 days of vacation

• 10 paid holidays

• Health insurance

• Vision insurance

Shift:

• 8 hour shift

Experience:

• Mortgage Servicing / Real Estate: 1 year (Preferred)

• Customer Service / Call Center: 2 years (Required)

Work Location: Hybrid remote in Orange, CA 92867

Pay: $18.50 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Mortgage servicing: 1 year (Required)
• Call center: 2 years (Required)

Work Location: Hybrid remote in Orange, CA 92868

Salary : $19 - $21