Associate

Role Description: Working under the direction of the Call Center Supervisor, the Customer Service Representative plays a pivotal role in addressing incoming customer calls concerning reverse mortgage products and servicing matters. As the initial and principal point of contact for customers, the Customer Service Rep will route calls to appropriate service personnel for comprehensive support and information. Building strong rapport with customers, responding to fundamental inquiries, and ensuring the completion of requested documentation and actions are key responsibilities aimed at delivering exceptional customer satisfaction.

Roles & Responsibilities

· Respond to internal, external, and Message Center calls promptly, meeting established timelines to meet service level expectations regarding call handling time and calls per hour.

· Offer information and expert assistance regarding reverse mortgage loans by swiftly retrieving basic loan details and providing customers with accurate information.

· When required, guide and direct customers to specialized servicing personnel for more specific needs (e.g., SPOCs).

· Accurately obtain and verify customer information.

· Foster customer relationships by actively listening and promptly resolving complaints with precision and efficiency.

· Conduct research and follow up with customers in a timely manner, collaborating with other mortgage associates to gather the necessary information.

· Follow up on escalated calls to ensure customer satisfaction.

Preferred Educational Qualifications

· High School diploma

Preferred Work Experience

· A minimum of 6 months to 1 year of customer service experience