Hybrid Customer Service Specialist, I

About the Role

The Customer Service Specialist I is an entry-level role responsible for providing excellent customer service by answering a large volume of incoming calls and third-party inquiries regarding existing real estate mortgage loans. This role primarily handles inbound and outbound calls to borrowers for the current month. The objective is to resolve customer issues quickly while providing accurate and timely information within company policies and applicable regulations.

Key Responsibilities

• Answer least complex incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.
• Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.
• Refer more complex or complicated calls to qualified team members.
• Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.
• Track, follow-up and complete customer call backs to ensure inquiry resolution.
• Collect payments whenever necessary and appropriate.
• Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.
• Perform other duties as assigned.

Requirements & Tech Stack

• Required to be fully bilingual English/Spanish.
• High school diploma or equivalent work experience.
• Customer service/call center experience preferred, but not required.
• Banking, Mortgage/Loan Servicing industry experience preferred, but not required.
• Must perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations.

Compensation

• Target pay: $22.00 per hour + monthly bonus.
• Additional $1.50 per hour can be added for being bilingual English/Spanish.