Mortgage Customer Specialist

Firstsource; Floral City (FL); Remote; USD 60,000 - 80,000; Full time

Job summary

A healthcare service provider is seeking a Remote Customer Service Specialist to assist homeowners with loan payments. Responsibilities include addressing customer inquiries and complaints, collaborating with team members, and ensuring satisfaction. Candidates must have a High School Diploma, at least one year of call center experience, and be able to multitask effectively. The starting wage is $16 per hour.

Qualifications

• Minimum one year of Call Center experience required.
• Helpful, friendly customer service experience is required.
• Ability to use good judgement and be resourceful.

Responsibilities

• Identify customer questions, complaints, and needs.
• Handle customer complaints respectfully.
• Collaborate with team members for customer satisfaction.

Skills

Customer service experience

Ability to multitask

Good judgement

Computer navigation

Education

High School Diploma or GED

Job description

Overview

FirstSource Healthcare has immediate Full Time Work from Home positions available as Customer Service Specialist

Our employees contact homeowners to assist them in catching up on loan payments. We are committed to providing compassionate support to our customers as we help them navigate home loan payments during challenging times.

Key Responsibilities

• Identify customer questions, complaints, concerns, and overall needs.
• Handle customer complaints respectfully and professionally.
• Redirect customers to appropriate departments and teams when appropriate.
• Follow up with callers on complaint/question status, ensure resolution.
• Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.
• Follow all communication procedures, policies, and guidelines during every customer interaction.
• Perform duties and responsibilities with our customers' satisfaction as your number one priority.

Required Qualifications

• High School Diploma or GED.
• Minimum one year of Call Center experience required
• Helpful, friendly customer service experience is required.
• Able to talk on the phone and navigate a computer at the same time.
• Able to read notes within the computer system to answer questions.
• Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
• Ability to multitask (i.e., document all calls, send emails and/or faxes to callers, perform any follow-up work promised to a caller).

Internet speeds

20mbps down / 20mbps up

Home connectivity

Must be cable or fiber internet and wired directly to the router with Ethernet jack for connectivity to PC capability. *No Wi-Fi or wireless extenders, No satellite, Starlink, Verizon or T-Mobile 4g/5g

Additional Remote Work Requirements.

• Must have a private, quiet and dedicated workstation.
• Ability to work flexible hours, including evenings and weekends.
• Ability to attend Training is 8am-6pm eastern standard time Monday thru Friday for up to 12 weeks. *Training schedule is not work schedule
• Ability to work any shifts Mon-Fri 8am-9pm EST & Saturday 8am-1:30pm ET (all agents cover 1 Saturday a month) *Overtime is based on company needs

Starting wage

Starting wage: $16 per hour

Working Environment

This role may involve working with secure and confidential data, requiring adherence to strict data security and privacy standards. Some after-hours or weekend availability may be required during system maintenance, and month end operations.

We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state or local law.