About the Role
Customer Support Specialist
LocationRemote
CategoryOperations
Job IdJR101802
Job TypeFull time
RemoteRemote
Summary
The Customer Suppt Spec, Ops is responsible for making outbound telephone calls and taking inbound customer phone calls. The Customer Support Specialist will assist customers who are in any stage of the loan process, primarily before Final Approval by Underwriting. The Customer Support Specialist will work in partnership with the assigned Customer Advocate to follow-up on documentation or action needed from the customer to advance the loan in the refinance process. The Customer Support Specialist will also address questions and concerns the customer may have during the refinance process. This position is responsible for analyzing the information in the file to provide the customer with answers to their questions and put them at ease about their transaction. Based on these assessments, the Customer Support Specialist works with the Customer Advocate and/or makes recommendations to address the borrower concerns.
Essential Job Functions may include:
- Ability to effectively and professionally communicate via phone and email.
- Maintain customer focus at all times by strictly adhering to FMCs Customer Service Standards, taking ownership of all inquiries and proactively following through resolution.
- Work in a manual and automated call center environment, handling both inbound and outbound customer calls providing accurate and up to date status, and conveying outstanding loan conditions required to move loan application to closing prior to the original Rate Expiration date.
- Meet established production goal for scheduling based on daily inventory.
- Verifies the data in the system to determine how the loan was structured to explain costs if necessary.
- Verifies the history of the file and any delays experienced by the customer to better address their situation.
- Provides customer with answers to their questions and gets them back on track to complete their closing.
- Maintain regular and punctual attendance
Other Related Duties:
- Performs other related duties as assigned.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Education and/or Experience:
Six months or greater mortgage/call center related experience, or a 4-year college degree in lieu of experience. MS Office knowledge required.Must be able to work independently or as part of a team in a high-paced environment.
Language Skills:
Excellent written and verbal communication skills required. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to carry out detailed written and/or verbal instructions. Ability to solve problems involving concrete variables in standardized situations. Ability to define problems, collect data, establish facts, and draw valid conclusions.
Certificates, Licenses, Registrations:
None required