Responsibilities
- Speak with customers in Zendesk, via chat, email, phone, and text.
- Assist internal stakeholders to ensure resolutions are reached and communicated to the appropriate parties.
- Advise customers of their loan status and explain the next steps.
- Problem-solve and troubleshoot with borrowers, based on their loan status.
- Should be detail-oriented and comfortable with math equations, particularly in computing debt-to-income ratios (DTI and CLTV)
- Handle escalation and assist resolve complex issues.
Qualifications
- Mortgage experience is a plus.
- Zendesk experience is preferred
Screening Criteria
- Minimum of three (3) years of experience in customer service with a strong background in handling inbound calls.
- Minimum of (1) year handling escalations or as a Subject Matter Expert (SME).
- Must pass the speech/language exam.
