Remote Mortgage Customer Service Representative

Remote Mortgage Customer Service Representative Remote Work-at-Home, Full-Time, Hourly + BonusMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. This position supports customer service for mortgage customers, requiring interaction with hundreds of customers each week to resolve support issues and ensure a best-in-class customer experience.Key Responsibilities:Handle inbound customer calls in a courteous, timely, and professional mannerListen to customers, understand their needs, and resolve customer issuesEscalate customer issues to the appropriate staff and managerial for resolution as neededEnsure first call resolution through problems solving and effective call handlingFollow the processes of the Client program and perform all tasks in a courteous and professional mannerUtilize knowledge base and training to accurately answer customer questionsCreate and maintain customer CRM records with accurate call detailsAccurately document call resolution in appropriate systemsStrictly follow client process for handling financial issues and inquiriesComply with requirements surrounding confidential information and personal informationFollow all required scripts, policies, and procedures Adhere to all attendance and work schedule requirements including all scheduled trainingRequired:Must be 18 years of ageHigh School Diploma or EquivalentThe ability to multi-task using multiple screens and systems while talking on the phone with customers.The ability to type swiftly and accurately 30-45 Words per minuteThe ability to read and speak English fluentlyFamiliarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranetBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint)Excellent organizational, written, and oral communication skillsThe ability to multi-task across multiple systems and screens while speaking to customers.Must be customer service oriented (empathetic, responsive, patient, and conscientious)Strong team orientation and customer focus with a positive attitudeHighly reliable with the ability to maintain regular attendance and punctualityAptitude for issue identification and problem solvingThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentAn aptitude for conflict resolution and problem solvingThe ability to demonstrate good judgement when making decisions surrounding account inquiries, resolution paths, and call handlingExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred:Relevant experience in banking or financial services is a plusExperience with data-entry utilizing a computer - proven professional writing and communication abilities to be able to support the customer is a plusMCI offers a competitive compensation and benefits package, including paid time off, incentives, health benefits, retirement savings, and career growth opportunities. If you are a motivated and customer-focused individual, please apply today.MCI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is free from discrimination and harassment.#J-18808-Ljbffr