WAH Mortgage Customer Service Representative

LOCATION

Remote Work-at-Home

JOB TYPE

Full-Time

PAY TYPES

Hourly + Bonus

SALARY

Commensurate

BENEFITS & PERKS

• Paid Training
• Paid Time Off
• Medical, Dental, Vision, Life Insurance
• Retirement
• Advancement Opportunity
• Flexible Schedules
• Daily Contests
• Prizes
• Casual Dress Code
• Regular Raises

APPLICATION DETAILS

No Resume Required, On-site Interview

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. This position supports customer service for mortgage customers. You will interact with hundreds of customers each week to resolve support issues and ensure a best-in-class customer experience. You will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound customer calls in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problem solving and effective call handling
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize knowledge base and training to accurately answer customer questions
• Create and maintain customer CRM records with accurate call details
• Accurately document call resolution in appropriate systems
• Strictly follow client process for handling financial issues and inquiries
• Comply with requirements surrounding confidential information and personal information
• Follow all required scripts, policies, and procedures
• Adhere to all attendance and work schedule requirements including all scheduled training

CANDIDATE QUALIFICATIONS

Required

• Must be 18 years of age
• High School Diploma or Equivalent
• The ability to multi-task using multiple screens and systems while talking on the phone with customers.
• The ability to type swiftly and accurately 30-45 Words per minute
• The ability to read and speak English fluently
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Excellent organizational, written, and oral communication skills
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Strong team orientation and customer focus with a positive attitude
• Highly reliable with the ability to maintain regular attendance and punctuality
• Aptitude for issue identification and problem solving
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred

• Relevant experience in banking or financial services is a plus
• Experience with data-entry utilizing a computer

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

COMPENSATION DETAILS

What You Can Expect from MCI: Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Participate in contests that include cash bonuses and prizes.
• Health Benefits: Comprehensive medical, dental, and vision coverage after 90 days of employment.
• Retirement Savings: Secure your future with retirement savings programs.
• Disability Insurance: Coverage available for unexpected challenges.
• Life Insurance: Options to safeguard your loved ones.
• Career Growth: Focus on internal promotions.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture.
• Casual Dress Code: Be comfortable while you work.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability.

DIVERSITY AND EQUALITY

At MCI, we embrace differences and believe diversity benefits our employees, company, customers, and community.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.