Outbound Customer Service Agent

This is a remote work position.

Job Summary

The Phone Research / Secret Shopping team aims to elevate our research services by collecting data on provider services and evaluating consumer experiences through phone and online inquiries.

Duties and Responsibilities

• Perform outbound calling and initiate offline inquiries according to the targets defined by the campaign.
• Knowledge of data research.
• Understand the project procedures and processes on how we engage and provide value to clients.
• Engage clients in phone conversations as their potential customers in a casual yet professional manner.
• Gather predetermined data about the provider services.
• Document conversations with precision and clarity.
• Send feedback to stakeholders through masterfully crafted emails.
• Keep up with numerous changes in the workplace, including but not limited to, processes, goals, and requirements, and still meet project expectations
• Highly motivated, process-oriented, and driven to meet deadlines and goals.
• Keep track of personal productivity and be able to work independently with minimal supervision.
• Maintain personal equipment in a tiptop shape to ensure maximum productivity and deliver through goals.

Must haves

1. Must have at least 2 years of experience in handling US Banking, Loans, and Mortgages voice accounts.
2. In-depth understanding of personal loans, auto loans, mortgages, HELOC, and refinancing.
3. Must have a clear understanding of how credit checks and credit requirements work.
4. Familiarity with key terms such as APR, origination fee, prepayment penalty, DTI ratio, and credit score impact.

• Experience making outbound verification/info-gathering calls to US lenders/banks; can follow a script, probe, and politely persist to get rate/fee details.
• Ability to read lender materials (rate sheets, fee schedules, Loan Estimates) and capture data with zero-defect accuracy.
• Clear, neutral spoken English; strong note-taking; high attention to detail; comfortable with call recordings and QA scoring.
• Data entry discipline in a form-based tool/CRM (e.g., HubSpot/Salesforce/Google Sheets).
• Availability to cover US business hours.

• Working knowledge of US consumer-lending regs/terms sufficient to ask precise questions and spot red flags.
• Familiarity with LTV/CLTV, points/discount points, escrow & PMI, ARM margins, and rate locks.
• Prior KPI-driven environment (completion rate, accuracy QA, schedule adherence).
• Spanish a plus (not required).

System Requirement

● Processor: 9th / 10th-generation Intel Core i5/ i7

● Memory (RAM): minimum 8GB

● Hard Drive (Storage): minimum 256GB

● Operating System: Windows 11 os, macOS 15
● Built-in or external camera
● Noise-canceling headphones

● Internet Speed: Minimum of 50 Mbps

WHO WE ARE

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We’re a small and mighty team recently acquired by Marketplace Inc. (ForbesAdvisor). Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.