Customer Service Specialist

Summary:

The Specialist, Freedom Plus is a customer service and sales focused call center role. Freedom Plus Specialists are primarily responsible for providing value with every interaction by making outbound calls to, and taking inbound calls from, our valued customers to offer support and specialized products.

Essential Job Functions:

• 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.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position is an individual contributor with no direct reports. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Strong attention to detail and ability to prioritize work effectively while meeting deadlines.

• Effective verbal and written communication skills.

• Maintain regular and punctual attendance complying with all company policies and procedures.

• 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.

• Maintain a professional image and standards consistent with company policies and procedures.

• Ability to work independently and collaboratively with others throughout the organization in a fast paced, dynamic environment.

Education and/or Experience:

• High School Graduate/GED, required, Associate Degree preferred.

• Minimum two (2) years related experience and/or training.

Certificates, Licenses, Registrations:

• NMLS Safe Licensing is helpful and may be required after hire.

• NMLS and SAFE License within one year, preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Equal Employment Opportunity:

Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.