Customer Support Representative

We are seeking a skilled Mortgage Customer Support Representative to join our dynamic team. The ideal candidate will be responsible for providing timely and accurate assistance to mortgage customers primarily through mail and chat channels. This role requires a strong understanding of mortgage products, excellent communication skills, and a commitment to delivering outstanding customer service.

Responsibilities: ?espond promptly to customer inquiries via mail and chat channels regarding mortgage products, services, and account information. ?ssist customers with inquiries related to mortgage applications, approvals, payments, and account maintenance. ?rovide accurate and detailed information to customers regarding mortgage rates, terms, and eligibility requirements. ?ddress customer concerns, complaints, and escalations in a professional and empathetic manner, striving for first-contact resolution whenever possible. ?ollaborate with internal teams such as loan officers, underwriters, and servicing departments to resolve customer issues and ensure a positive customer experience. ?aintain thorough and up-to-date knowledge of mortgage industry regulations, policies, and procedures. ?dentify opportunities to enhance the customer experience and provide feedback to management for process improvement. ?dhere to company policies, guidelines, and compliance standards always.

Requirements: ?achelor's degree in Business Administration, Finance, or related field preferred. ?revious experience in mortgage customer support, banking, or financial services is highly desirable. ?trong knowledge of mortgage products, loan servicing, and industry terminology. ?xcellent written and verbal communication skills with a keen attention to detail. ?bility to multitask and prioritize in a fast-paced environment. ?mpathetic and patient demeanor with a customer-centric mindset. ?roficiency in using customer relationship management (CRM) software and chat platforms. ?emonstrated problem-solving skills and ability to work effectively both independently and as part of a team. ?vailability to work flexible hours, including evenings and weekends, as needed.

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