Customer Service Representative

About the role

NMSI Inc. is a mortgage company offering competitive Agency pricing and Portfolio Programs. The role involves handling inbound calls, reaching out to potential leads, and supporting loan officers.

Responsibilities

• Inbound Call Handling: Answer all incoming borrower calls professionally and provide accurate information.
• Outbound Cold Calling: Reach out to potential borrowers to gauge interest in mortgage products and services.
• Lead Qualification: Assess borrower needs, financial situations, and loan eligibility by asking targeted questions.
• Bilingual Communication: Assist a diverse borrower base fluently in both English and Spanish.
• Follow-up & Lead Nurturing: Maintain consistent communication with interested borrowers and guide them through the loan process.
• Collaboration: Work closely with loan officers and the sales team to ensure qualified leads are transferred accurately and efficiently.
• CRM Tracking: Log all borrower interactions, outcomes, and follow-up actions accurately in the company CRM.
• Team & Manager Support: Provide flexible assistance with other departmental projects and initiatives as requested by management.

Requirements

• Fluency in English and Spanish (spoken and written)
• Strong communication and interpersonal skills
• Proficiency with computer systems (Microsoft Office, CRM software, and data entry)
• Experience in customer service or sales (call center or similar environment preferred)
• Experience in the mortgage, banking, or financial services industry
• Comfort with high call volumes and performance-driven environments

Qualifications & Required Skills/Abilities

• Fluency in English and Spanish (spoken and written)
• Strong communication and interpersonal skills
• Proficiency with computer systems (Microsoft Office, CRM software, and data entry)
• Experience in customer service or sales (call center or similar environment preferred)
• Experience in the mortgage, banking, or financial services industry
• Comfort with high call volumes and performance-driven environments

Benefits

• Comprehensive health and dental insurance
• 401(k) retirement plan with company contribution

Pay

$45,000.00 - $50,000.00 per year

Schedule

Full-time; Hours: 9 AM - 6 PM

Job Type

Full-time

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Work Location

In person