Customer Service Representative - Home Equity

Job Description

Job Description

Customer Service Representative – Intermediate (Home Equity Services)

We are seeking Customer Service Representatives to support the Home Equity Services team. This role focuses on outbound and inbound member communications related to Home Equity Lines of Credit (HELOCs). Representatives will educate members on available options as they approach the end of their HELOC draw period, coordinate transfers to the appropriate specialists, and maintain accurate account documentation and tracking records.

Key Responsibilities

• Conduct outbound calls to members approaching the end of their HELOC draw period.
• Educate members on available home equity options and next steps.
• Transfer interested members to the appropriate support teams for additional assistance.
• Support inbound call center activities related to HELOC questions and inquiries.  
• Update account information, document interactions, and maintain tracking spreadsheets.
• Utilize Excel, Word, and Outlook to communicate results and maintain records.
• Deliver exceptional customer service while managing member inquiries of varying complexity.

Required Qualifications

• 5+ years of customer service experience.
• 2+ years of outbound sales and/or outbound service experience.
• 2+ years of Mortgage and/or Home Equity experience.
• Strong verbal and written communication skills.
• Excellent interpersonal and customer service abilities.
• Ability to work effectively in a fast-paced call center environment.  

Preferred Qualifications

• Direct Home Equity and Mortgage servicing experience.
• Experience working with outbound member-contact campaigns.
• Comfort making proactive outbound calls to members.