Offer summary

Qualifications:

Strong English communication skills, both verbal and written., Previous call center or customer service experience is required., Basic understanding of mortgage or financial services is preferred., Detail-oriented with strong documentation skills. .

Key responsabilities:

Manage 150-300 daily incoming calls from clients.

Support a team of 15-20 loan officers with lead follow-up.

Schedule callback appointments and conduct follow-up calls with existing clients.

Document call outcomes and maintain accurate contact records.

Job description

This is a remote position.

Schedule:

Monday to Friday 8am to 5pm Arizona time with 1 hour unpaid break.

Client Timezone: MST (Arizona)

Scope:

Managing 150-300 daily incoming calls
Supporting team of 15-20 loan officers
Handling both new lead follow-up and existing client communication

Responsibilities:

Follow up on missed calls from potential mortgage clients responding to marketing materials
Transfer qualified leads to available licensed loan officers
Schedule callback appointments when loan officers are unavailable
Conduct follow-up calls with existing clients to ensure smooth process progression
Monitor and manage daily call volume (150-300 calls)
Maintain communication between clients and loan officers
Document call outcomes and maintain accurate contact records