Customer Service Representative

Finance of America Customer Service Representative

Finance of America helps homeowners 55+ access the equity they've built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they've earned while continuing to evolve how we serve and work together. Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career.

Purpose of Role: Responsible for fostering positive relationships with borrowers over the phone while delivering exceptional service. Combines customer service expertise with a sales-driven mindset, engages in both inbound and outbound calls, assists with general inquiries, and guides customers toward our sales team for tailored solutions.

Expectations: Delivers an outstanding customer experience with a focus on satisfaction and relationship-building. Handles inbound and outbound calls for new and existing customers, addressing inquiries and concerns professionally. Assesses customer needs and recommends suitable products and services to meet their goals. Facilitates warm handoffs to the sales team to ensure a seamless customer journey. Maintains an in-depth understanding of company products and services to address objections effectively. Accurately documents customer information and interactions in the system. Triages complex issues, escalating to supervisors or other departments as needed. Stays adaptable to call scenarios outside standard scripts, leveraging critical thinking skills. Performs other duties and responsibilities as assigned.

Scheduling Requirements: Must be willing and able to work hours aligned with Pacific Time, including availability as late as 7:00pm Pacific Time, based on business needs, as well as occasional Saturdays between 6:00am and 2:00pm Pacific Time.

Qualifications

Education: Required High School Diploma

Experience/Skills/Competencies: Minimum 1 year of experience in customer service or a call center environment. Sales experience preferred. Confident communicator with excellent verbal and written communication skills. Ability to handle objections and think critically in real-time. Strong multitasking, prioritization, and time management skills in a fast-paced setting. Thick-skinned and able to maintain a professional demeanor, even during difficult conversations. Knowledge in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook preferred but not required). Quick learner with a high aptitude for adapting to new technologies and tools. Detail-oriented with a commitment to accuracy and thoroughness.

Compensation: For this position, the range for base salary plus bonus is ($40,000 - $50,000) inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate's work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Finance of America Reverse is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.