GetIt Recruit – Administrative Hiring for CUSTOMER SERVICE REP – Remote | WFH at Troy, MI Full Time

Join a team with over 40 years of expertise in the mortgage industry! We are a nationally recognized, multi-channel mortgage lender currently seeking a dynamic individual to join our Customer Service team. At our award-winning company, Towne Mortgage Family of Companies, we believe in fostering a culture where you not only work for a mortgage company but also become part of the Towne family. Our commitment is to provide a supportive environment for your career to thrive.

Position Overview

As a Customer Service Representative, you’ll play a crucial role in receiving and handling customer inquiries related to mortgage and escrow accounts. Your responsibilities include resolving queries about mortgage loan servicing, escrow accounts, billing, and payment processing. For more complex issues, you’ll escalate them to leadership for review and resolution. Join us in promoting Towne Mortgage’s exceptional customer service standards by demonstrating a comprehensive understanding of the mortgage process, researching and verifying information accurately, and responding to customer inquiries with professionalism.

Work Schedule

This remote position offers flexibility with two schedule options: 11 a.m. to 8 p.m. EST or 10 a.m. to 7 p.m. EST.

Duties & Responsibilities

Respond to a diverse range of customer inquiries in alignment with Towne Mortgage quality, compliance, and service standards.

Utilize various mortgage and accounting systems to thoroughly research, review, and document customer account information.

Maintain a strong working knowledge of the entire mortgage lifecycle and stay abreast of relevant regulatory and compliance guidelines.

Consistently demonstrate excellent customer service skills, including active listening and clear communication through phone calls, emails, and in-person interactions.

Appropriately de-escalate dissatisfied customers, implement service recovery strategies, and escalate issues to leadership when necessary.

Exhibit strong written and verbal communication skills while effectively interacting with diverse customer and team member groups at all levels of the organization.

Apply excellent analytical, problem-solving, critical thinking, and judgment skills to ensure accuracy in customer information and documentation in various systems.

Organize, prioritize, and efficiently process a high volume of work.

Requirements

Three years of broad mortgage servicing experience, with a focus on escrow.

Demonstrated knowledge of the end-to-end mortgage process.

One year of experience in a high-volume call center environment.

Proficiency in common mortgage industry business support tools and financial services technology (e.g., Microsoft Office, Outlook, Fiserv, Encompass, etc.).

Familiarity with “best-in-class” customer service practices and principles.

Strong interpersonal skills and a customer-focused disposition.

If you are looking for a remote opportunity to contribute to a supportive and innovative work environment, consider joining our team at Towne Mortgage Family of Companies. Apply now and be a part of our commitment to excellence in customer service and mortgage industry leadership!

Employment Type: Full-Time