Mortgage Servicing Customer Support Specialist

First American; United States; Remote; USD 22,138 - 29,494; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

PTO / Paid sick leave

Employee stock purchase plan

Job summary

First American is seeking a Customer Service Representative to support inquiries from the public, real estate agents, or other agencies in a call center or non-call center environment. You’ll interact via web-based applications, email, or phone to resolve issues and provide information, while maintaining logs and ensuring accurate data entry.

The role requires a High School diploma or equivalent and 2+ years of related CS experience, plus strong verbal and written skills.

Qualifications

• High School diploma or equivalent required.
• Generally, has 2+ years of generally related customer service experience.
• General knowledge of assigned area’s products and customer service activities.
• Proficient MS Office skills.
• Must be able to navigate a computerized data entry system or other relevant applications.
• Strong verbal and written skills.
• Customer Service skill including adaptability, attention to detail, patience, and problem solving.

Responsibilities

• Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
• Verifies contacts and account information.
• Examines customer problems and implements appropriate corrective action to respond to customer requests.
• Escalates queries/requests for action as appropriate to Supervisor and/or appropriate party/field locations for immediate action.
• Maintains and creates logs, reports, records, and files.
• Investigates, coordinates, and tracks a wide range of customer issues and problems.
• Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.
• May interface with offshore call center to answer questions on process or specialized situations.
• May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
• May do order fulfillment. Receive orders, reconcile information, update systems, and follow up with customers.
• Other duties as assigned.

Skills

Verbal and written communication

Education

High School diploma or equivalent

2+ years of related customer service experience

Tools

MS Office

Job description

First American is seeking a Customer Service Representative to support inquiries from the public, real estate agents, or other agencies in a call center or non-call center environment. You’ll interact via web-based applications, email, or phone to resolve issues and provide information, while maintaining logs and ensuring accurate data entry.

The role requires a High School diploma or equivalent and 2+ years of related CS experience, plus strong verbal and written skills.