Remote Mortgage Support Specialist (Phone)

Arive, Llc; Northern (KY); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401(k) with match

Generous PTO

Learning opportunities

Job summary

ARIVE is a fast-growing software startup redefining digital mortgage originations. This 100% remote role invites an experienced Customer Service Representative to provide frontline phone support to users in the US.

You will handle inquiries, troubleshoot basic issues, and route escalations while maintaining strong client relationships. The ideal candidate has 2+ years of phone support experience and clear English communication.

Qualifications

• Minimum 2+ years of relevant customer support experience, including phone support.
• Experience in mortgage industry preferred.
• Ability to communicate well over the phone in English.

Responsibilities

• Act as an initial point of contact for phone inquiries, addressing what can be addressed on the phone and properly routing tasks which should be addressed by other teams.
• Provide top-tier customer support, while appropriately addressing call volume and communicating relevant information when rerouting traffic.
• Keep up to date on major system features, client use cases, marketing materials, and event schedules so as to competently discuss them and answer related questions on phone calls.
• Review voicemails for callback opportunities and reroute callback responsibilities to the appropriate parties.
• Adaptively navigate team and company protocols to best address or divert client calls efficiently.
• Maintain records and awareness of call volume and call topics to aid teams in identifying strategies to proactively address volume and user pain points.

Skills

Phone support

Customer service

English communication

Job description

ARIVE is a fast-growing software startup redefining digital mortgage originations. This 100% remote role invites an experienced Customer Service Representative to provide frontline phone support to users in the US.

You will handle inquiries, troubleshoot basic issues, and route escalations while maintaining strong client relationships. The ideal candidate has 2+ years of phone support experience and clear English communication.