Mortgage Contact Center Associate

MidFirst Bank; Oklahoma City (OK); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid holidays

Tuition reimbursement

401(k)

Bonuses

Flexible scheduling

Bilingual pay differential

Training program

Casual environment

Job summary

Midland Mortgage, a division of MidFirst Bank, is seeking a Contact Center Agent to provide telephone support to mortgage customers in a fast-paced call center environment. The role involves handling inbound and outbound interactions on payments, documents, escrow, payoff, and related inquiries while ensuring compliance and delivering empathetic, professional service.

The position offers comprehensive benefits and training, with schedules within 8AM-7PM Monday-Friday and one Saturday per month.

Qualifications

• Minimum of 1 year of customer service experience, preferably in a high-volume or fast-paced environment.
• Strong communication, problem-solving abilities, and attention to detail.
• Candidates with previous call center and/or mortgage servicing experience are strongly encouraged to apply.

Responsibilities

• Operate within a fast-paced, dynamic call center environment, utilizing advanced telephony systems to address a wide range of customer inquiries and issues.
• Take full ownership of the customer experience, consistently meeting individual and team performance benchmarks aligned with industry-best practices.
• Ensure positive customer experiences by recognizing and responding to emotional cues from customers with compassion and understanding, creating a supportive and reassuring environment, building trust and maintaining composure during challenging interactions.
• Document all communication in compliance with regulatory guidelines, with appropriate escalation of complex cases.

Skills

Customer service

Call center

Communication

Education

High School diploma or equivalent

Some college preferred

Job description

Position Summary (What Will You Do?)

Midland Mortgage, a division of MidFirst Bank, is one of the most successful home mortgage servicers in the country. We are looking for energetic individuals with excellent communication skills who enjoy helping others in a team-oriented contact center environment. The Contact Center Agent will provide telephone support to Midland Mortgage customers related to the servicing of their mortgage loan accounts via both inbound and outbound telephone interactions. Customer inquiries addressed involve, but are not limited to, accepting payments, providing documents, answering questions related to mortgage verification, escrow, payoff, property damage claims, and helping borrowers with past due accounts find solutions to remain in their homes and avoid foreclosure. All interactions must meet regulatory compliance standards, while actively managing the customer experience by demonstrating empathy, patience and professionalism.

Reasons to Join Our Team

• Comprehensive compensation package including medical, dental, vision, paid holidays, tuition reimbursement, 401(k) and more.
• In addition to base pay, this position is eligible for monthly performance-based incentive bonuses.
• Various available full and part-time work schedules within our business hours of 8AM-7PM Monday-Friday and 9AM-1PM Saturday. Must be available to work one Saturday 9AM-1PM per month.
• Bilingual candidates fluent in both Spanish and English will earn an additional $2 per hour.
• Extensive classroom-style on the job training program in home mortgage servicing operations and communications.
• Friendly business casual atmosphere.

Essential Functions (My day-to-day may look like...)

• Operate within a fast-paced, dynamic call center environment, utilizing advanced telephony systems to address a wide range of customer inquiries and issues as outlined in the position summary.
• Take full ownership of the customer experience, consistently meeting individual and team performance benchmarks aligned with industry-best practices.
• Ensure positive customer experiences by recognizing and responding to emotional cues from customers with compassion and understanding, creating a supportive and reassuring environment, building trust and maintaining composure during challenging interactions.
• Document all communication in compliance with regulatory guidelines, with appropriate escalation of complex cases.

Requirements (What will make me competitive?)

High School diploma or equivalent required (college degree or some college preferred).

• Minimum of 1 year of customer service experience, preferably in a high-volume or fast-paced environment.
• Strong communication, problem-solving abilities, and attention to detail.
• Candidates with previous call center and/or mortgage servicing experience are strongly encouraged to apply.

Behaviors

• Team Player - Works well as a member of a group
• Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization

Experience

• 1 - 3 years: Loan Counseling (preferred)
• 1 - 3 years: Call Center (preferred)
• 1 - 3 years: Customer Service (required)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.