Customer Service Representative
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Job Description
Remote Customer Service Representative helping mortgage customers research accounts, resolve billing issues, and navigate mortgage services. Supporting accurate documentation, compliance, and positive customer experiences for ServiceMac.
Responsibilities:
- Speak directly with customers to understand their needs, answer questions, troubleshoot account concerns, and provide timely resolutions
- Review mortgage account information across multiple systems to investigate questions, identify issues, and determine appropriate solutions
- Confirm and update customer contact and account information
- Evaluate customer concerns and take appropriate corrective action based on established procedures and available resources
- Escalate complex issues to managers, support representatives, or other teams
- Document customer conversations and actions taken in account records
- Research customer concerns and coordinate with internal teams to ensure timely, accurate resolution
- Help customers understand billing-related matters and coordinate with Collections or other departments
- Introduce customers to relevant products and services offered by clients when appropriate
- Meet call-handling, quality, productivity, and regulatory requirements
- Complete a three-week training program from 9:00 a.m.–6:00 p.m. ET
Requirements:
- At least 1 year of related experience in a call center or customer service environment
- Mortgage servicing, financial services, or other related industry experience preferred
- High school diploma or equivalent required
- Strong customer service and communication skills
- Ability to navigate multiple computer systems and screens while assisting customers
- Strong attention to detail and ability to maintain accurate account documentation
- Basic math and problem-solving skills
- Ability to research information, analyze customer concerns, and determine appropriate next steps
- Successful completion of a background check and credit check required as a condition of employment, where permitted by applicable law
- Ability to work Monday–Friday, 11:00 a.m.–8:00 p.m. ET
- Ability to work one Saturday every four weeks, 9:00 a.m.–3:00 p.m. ET, with a scheduled weekday off
- Occasional mandatory overtime may be required
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- 401k
- PTO/paid sick leave
- Employee stock purchase plan
- Inclusive, people-first workplace culture
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