WAH Mortgage Customer Service Representative

MCI; North Carolina; Remote; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking motivated individuals for a remote customer service role. In this dynamic position, you will engage with mortgage customers, addressing their needs and ensuring a top-tier customer experience. Ideal candidates are energetic, team-oriented, and possess excellent communication skills. This role offers the opportunity to work from home while receiving comprehensive training and support. Join a company that values dedication and provides a supportive environment for your growth. If you thrive in fast-paced settings and are eager to make a difference, this opportunity is perfect for you.

Benefits

Paid Training

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Retirement Plan

Flexible Schedules

Casual Dress Code

Regular Raises

Qualifications

• Must be 18 years old with a High School Diploma or Equivalent.
• Strong customer service skills and the ability to multi-task.

Responsibilities

• Handle inbound customer calls professionally and courteously.
• Resolve customer issues and ensure first call resolution.

Skills

Customer Service

Multi-tasking

Communication Skills

Problem Solving

Organizational Skills

Interpersonal Skills

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

CRM Software

Job description

LOCATION

Remote Work-at-Home

JOB TYPE

Full-Time

PAY TYPES

Hourly + Bonus

BENEFITS & PERKS

LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises

APPLICATION DETAILS

No Resume Required, On-site Interview

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. This position supports customer service for mortgage customers, requiring you to interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound customer calls in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problems solving and effective call handling
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize knowledge base and training to accurately answer customer questions
• Create and maintain customer CRM records with accurate call details
• Accurately document call resolution in appropriate systems
• Strictly follow client process for handling financial issues and inquiries
• Comply with requirements surrounding confidential information and personal information
• Follow all required scripts, policies, and procedures
• Adhere to all attendance and work schedule requirements including all scheduled training

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT?

Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required

• Must be 18 years of age
• High School Diploma or Equivalent
• The ability to multi-task using multiple screens and systems while talking on the phone with customers.
• The ability to type swiftly and accurately 30-45 Words per minute
• The ability to read and speak English fluently
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications including corporate intranet
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including Sharepoint)
• Excellent organizational, written, and oral communication skills
• Strong team orientation and customer focus with a positive attitude
• Highly reliable with the ability to maintain regular attendance and punctuality
• Aptitude for issue identification and problem solving
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred

• Relevant experience in banking or financial services is a plus
• Experience with data-entry utilizing a computer

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to background checks and drug screening.

COMPENSATION DETAILS

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.