Customer Service Specialist

Freedom Mortgage is a mortgage servicing company. The Customer Service Specialist, Freedom Plus, provides customer support and sales assistance through inbound and outbound calls, evaluates customer eligibility for programs, manages work queues, documents interactions, and works toward production, service, compliance, and sales goals.

Responsibilities:

• Conduct pipeline management, appointment setting, and other key activities to support the department’s production goals and ensure SLAs and customer service standards are met
• Analyze applicant information to determine whether the customer qualifies for a beneficial program
• Respond to customers’ needs and expectations with compassion ensuring a resolution is reached the first time
• Effectively manage work queues, keeping them up to date, and appropriately documenting the systems of record for all customer contact, along with requests for activity from other business units and next steps in processes
• Work independently and within a team on special ongoing and nonrecurring projects
• Clearly communicate the process and benefits available to the customer
• Follow our sales process and QA requirements to remain compliant
• Continually meet and/or exceed the Sales KPI’s set by Management
• Maintain regular and punctual attendance
• Performs other related duties as assigned

Requirements:

• Strong attention to detail and ability to prioritize work effectively while meeting deadlines
• Effective verbal and written communication skills
• Experience with standard office software (Word, Excel, PowerPoint)
• Maintain confidentiality of customer's nonpublic information
• Have excellent communication skills and be clear, concise, and professional when speaking with customers
• Be eager to develop knowledge of the mortgage industry, products, lending practices, and regulatory guidelines
• Ability to work independently and collaboratively with others throughout the organization in a fast paced, dynamic environment
• High School Graduate/GED, required
• Minimum two (2) years related experience and/or training
• Associate Degree preferred
• NMLS and SAFE License within one year, preferred