Customer Service Representative

Finance of America; United States; On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

401(k) with employer match

ESPP

Job summary

Finance of America is seeking a customer service professional to foster strong borrower relationships by phone, delivering excellent support and guiding customers to tailored solutions. You will handle inbound and outbound calls, document interactions, and coordinate with the sales team to drive outcomes.

The role emphasizes adapting to dynamic call scenarios, maintaining product knowledge, and providing accurate information while meeting quality and efficiency targets across Pacific Time

Qualifications

• High School Diploma.
• 1 year minimum in customer service or call center; sales experience preferred.
• Confident communicator with strong verbal and written skills.
• Ability to handle objections and think critically in real time.
• Strong multitasking, prioritization, and time management in a fast-paced setting.
• Detail-oriented with a commitment to accuracy.
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Fast learner with aptitude for new technologies and tools.

Responsibilities

• 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.

Skills

Customer Service

Call Center

Sales Experience

Confident Communicator

Objection Handling

Multitasking

Time Management

Attention to Detail

MS Office

Quick Learner

Education

High School Diploma

Tools

MS Office

Job description

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.

To learn more about us, visit www.financeofamerica.com

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.

• 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.

Reports To:

• Director, Customer Service

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

Qualifications - 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.

Additional Information

The application deadline for the job opportunity is 9/14/26.

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.