Customer Service Representative

CrossCountry Mortgage, LLC; Westlake (OH); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage, LLC is seeking an entry-level Customer Service Representative to begin a career in the mortgage industry. You will handle inbound calls, gather customer information, assist loan officers in lead generation, and schedule initial appointments while maintaining customer records.

The role focuses on delivering excellent service, managing a high volume of calls, and applying training to real client interactions, supporting CCM's growth and commitment to a strong workplace

Qualifications

• High School diploma or equivalent.
• 1 year of experience as a telemarketer or similar sales/customer service role.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.

Responsibilities

• Take inbound leads via corporate phone system.
• Gather basic customer information and identify customer needs.
• Assist Licensed Loan Officers in obtaining leads by coordinating communication and transferring identified customer via corporate phone system.
• Utilize corporate training methods and tactics in converting potential prospects to CCM customers.
• Schedule initial appointments as well as maintaining database to ensure customer service expectations are met.
• Appropriately classify and distinguish each lead contacted.
• Manage high volume of incoming phone calls.
• Apply training to live interactions with CCM clients both internally and externally.

Skills

Telemarketing experience

Customer service

Microsoft Office

Communication skills

Time management

Education

High School diploma

Job description

CrossCountry Mortgage (CCM)is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc.5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company‑provided short-term disability, an employee assistance program, and a wellness program.

Position Overview

CrossCountry Mortgage’s Customer Service Representative positions are entry level positions to begin a new career in the mortgage industry. This position provides the essential tools and foundation to ensure career success and maintain the utmost level of customer satisfaction.

Job Responsibilities

• Take inbound leads via corporate phone system.
• Gather basic customer information and identify customer needs.
• Assist Licensed Loan Officers in obtaining leads by coordinating communication and transferring identified customer via corporate phone system.
• Utilize corporate training methods and tactics in converting potential prospects to CCM customers.
• Schedule initial appointments as well as maintaining database to ensure customer service expectations are met.
• Appropriately classify and distinguish each lead contacted.
• Manage high volume of incoming phone calls.
• Apply training to live interactions with CCM clients both internally and externally.

Qualifications and Skills

• High School diploma or equivalent.
• 1 year of experience as a telemarketer or similar sales/customer service role.
• Microsoft Office Suite (i.e. Word, Excel, PowerPoint and Outlook)
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career.

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com. California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants. CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation.

The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion. CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.

Our growth is creating great opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! So once you've had a chance to explore our current open positions, keep track of both your progress in the selection process, and new postings that might interest you! Thanks for your interest in working on our team! Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.