Mortgage Call Center Representative

Kforce has a client in Phoenix, AZ that is seeking a Mortgage Call Center Representative - an entry level customer service role, operating in a call center environment and supporting Consumer Direct Lending. The Mortgage Call Center Representative acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. This person is a key contributor to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD). Responsibilities:

• Operate in a Call Center environment as a customer success advocate
• Receive inbound calls and make outbound calls to consumers
• Receive inbound text messages and facilitate outbound text messages to consumers
• Answer high-volume, inbound calls or texts from current customers in a timely manner; Provide exceptional customer service to all customers' mortgage loan inquiries/requests
• Effectively manage a pipeline of up to 75 loans
• Performing routine data entry and validation tasks
• Handling routine calls, emails and/or chat responses with employees, consumers &/or authorized 3rd parties
• Monitoring work queues and intervening as needed
• Interacting with multiple departments to expedite processing and/or issue resolution
• Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries
• Must request assistance for escalated and/or more complex issues to department senior associates or supervisors
• Meet outlined production and quality standards
• Follow established Policy and Procedures
• Demonstrating behaviors which are aligned with the organization's desired culture and values
• Performing other related duties as required and assigned
• A minimum of 12 months of mortgage experience preferably in a processing role with direct customer contact in a call center environment is required. If no mortgage experience, 2+ years of direct customer contact in a financial industry high volume call center
• Bilingual Spanish is a plus
• General understanding of applicable Federal, State and Local mortgage regulations a plus
• Must be a team player with strong attention to detail and able to work independently
• Proven track record at delivering timely and accurate information in a fast-paced environment
• Excellent critical thinking, problem solving, mathematical skills and sound judgment
• Effective time management skills to deliver work on time
• Capable communicator, written and oral
• Strong negotiation skills with ability to effectively resolve problems
• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)