Customer Service Representative

New American Funding is hiring a Customer Service Representative to support its Inside Loan Agent Division. The role makes outbound calls, gathers information about customers’ mortgage needs, and helps customers and loan officers understand next steps in the loan origination process.

Responsibilities:

• Engage in conversation and establish rapport with customers via email and outbound telephone communication
• Inquire and gather information as it relates to a customer's financial situation and financial goals
• Educate both customers and loan officers about next steps for a customer's file
• Set realistic expectations for both loan officers and customers in order to maximize customer satisfaction
• Input data into computer system as it relates to information gathered for the mortgage loan
• Disposition customer files appropriately depending on the interest and ability of customers to proceed with being connected with a Loan Officer to continue the loan origination process
• Overtime may be required to meet business needs
• Other duties may be assigned

Requirements:

• Must have outbound calling experience
• 1-2 years of customer service, call center, or sales experience
• Ability to effectively communicate with customers
• Excellent customer service skills
• Proficiency with Microsoft Office programs such as Word, Excel, and Outlook
• Passionate about helping customers achieve financial goals
• One or more years' of office or inside customer service / call center experience preferred
• 1 or more years of experience working in the mortgage or real estate industry preferred
• 1+ years of customer service and/or sales experience preferred
• some college preferred