Customer Service Call Center Representative

Job Description

Job Description

Position Overview

 

The Customer Service Call Center Representative will support homeowners by providing professional, courteous, and helpful service through inbound and outbound call center support. This role will assist with homeowner inquiries, mortgage payment processing, account support, and routing homeowners to the appropriate internal teams for payment solutions, refinancing opportunities, and additional assistance.

 

The ideal candidate is dependable, customer-focused, positive, and able to represent the company in a professional manner at all times.

 

Key Responsibilities
Demonstrate positivity, courtesy, professionalism, and helpfulness when interacting with every homeowner.
Handle inbound customer service calls and assist homeowners with a variety of questions, including website assistance, escrow inquiries, payoff processing, and general account support.
Use a blend of manual and automated calling strategies to locate and contact past-due homeowners.
Identify homeowner concerns and route them to the appropriate Client employee for customized payment strategies.
Direct homeowners to Client employees who can develop workable payment solutions that satisfy client, investor, and company requirements.
Process homeowners’ mortgage payments accurately and efficiently.
Offer and refer eligible homeowners to the Originations department for refinancing opportunities.
Support the Client in achieving company performance goals.
Participate in ongoing training related to company policies, procedures, and industry regulations.
Consistently represent the company in a positive and professional manner.
Perform related duties as assigned by a supervisor.
Qualifications
Prior customer service, call center, mortgage servicing, banking, collections, or financial services experience preferred.
Strong verbal communication and active listening skills.
Ability to remain professional, patient, and solution-oriented during homeowner interactions.
Comfortable handling inbound and outbound calls in a fast-paced environment.
Ability to follow policies, procedures, compliance guidelines, and call center expectations.
Reliable attendance and punctuality for all scheduled shifts.
Reliable transportation to the worksite or ability to comply with remote work requirements, if applicable.
Must successfully meet internal background check requirements.

Schedule
This role requires flexibility during onboarding, training, nesting, and regular production schedules.

 

Day 1: 8:00 AM – 1:00 PM
Training: 7:00 AM – 4:00 PM for 2 weeks
Academy/Nesting: 9:00 AM – 6:00 PM for 60 days
On the Floor: 9:00 AM – 6:00 PM

 

Regular schedule is Monday through Friday, with one Saturday required per month. Saturday shifts are typically 4 hours, and weekday hours will be adjusted accordingly during those weeks.