Remote Mortgage Customer Service Representative

Position Overview

MCI is a leading tech-enabled business services company offering CX, BPO, and XaaS solutions. This role supports mortgage customer service.

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 appropriate staff and managers for resolution as needed
• Ensure first call resolution through problem-solving and effective call handling
• Follow Client program processes and tasks accurately
• Create and maintain customer CRM records with accurate call details
• Accurately document call resolution in appropriate systems
• Comply with confidentiality and personal information requirements
• Adhere to scripts, policies, and procedures
• Maintain regular attendance and punctuality

Qualifications

• Must be 18 years old
• 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 WPM)
• The ability to read and speak English fluently
• Familiarity with computer and Windows PC applications
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook including SharePoint)
• Excellent organizational, written, and oral communication skills
• The ability to multi-task across multiple systems and screens while speaking to customers
• 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
• An aptitude for conflict resolution and problem solving
• The ability to demonstrate good judgment when making decisions surrounding account inquiries, resolution paths, and call handling
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Conditions of Employment

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

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Physical Requirements

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 unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources.