Customer Service Representative (Permanent WFH)

Are you passionate about customer service and the real estate lending industry? Look no further! A reputable investment firm specializing in real estate lending and the acquisition of non-performing mortgages from banks, is seeking a dedicated and skilled Customer Service Representative to join our dynamic team.
We pride ourselves on our expertise in the real estate market and our commitment to providing innovative financial solutions. This is a job for a self-starter who loves solving people’s problems.
You will be working with a high-performing team. All training will be provided. Experience is an advantage, but attitude and a strong work ethic beat it every day. The best candidate will prosper with the right training and support.

This is a remote job (work from home) that requires working US Hours (Eastern Standard Time – New York Time)
This position offers off-phone time and is not solely focused on handling inbound and outbound calls.
???? Job Responsibilities:
As a Customer Service Representative, you will be a key point of contact for our valued customers. Your primary responsibilities will include:
• Deliver exceptional customer service by interacting professionally and friendly with customers, responding promptly and accurately to inquiries, addressing concerns, providing appropriate solutions, and striving to exceed customer expectations.
• You will process loan applications by assisting customers with completing forms, providing guidance on application requirements, and verifying their information.
• Collaborate with internal teams, including loan officers, underwriters, and processors, to communicate customer requirements, ensure smooth loan processing and closing, and follow up on outstanding items to resolve any issues or discrepancies.
• Maintain accurate records by updating customer information and loan details in the database, while ensuring compliance with data protection and confidentiality policies.
• Collaborate with external parties by effectively communicating with real estate agents, appraisers, and title companies, coordinating loan closings, and ensuring prepared documentation, fostering positive relationships with stakeholders, and representing the company professionally in external interactions.
• Review loss mitigation package documentation, educate homeowners about loan modification programs and calculate borrowers’ income and expenses. Your role involves negotiating loan modification terms, managing a large caseload of files, and conducting outreach to borrowers.
• Effectively handle escalations by addressing customer complaints and conflicts in a professional manner, escalating complex issues to management when needed, and following established protocols for managing difficult or irate customers.

Attention to detail is crucial as you handle various tasks such as answering phone calls, addressing requests promptly, and managing professional correspondence.
Proficiency in MS Office tools and the ability to handle interactions with homeowners, clients, investors, insurers, real estate agents, and foreclosure attorneys are also important aspects of the role.

???? Qualifications: To excel in this role, you should possess the following qualifications:
• Excellent communication skills, both written and verbal, with a professional and empathetic approach.
• Attention to detail and accuracy in handling documentation and data.
• Proficiency in MS Office tools (Windows, Word, Excel, Outlook).

You will demonstrate the following skills/abilities:
• The ability to work in a fast-paced environment where priorities change frequently to meet business needs
• Ability to work independently as well as part of a team and focus on results
• Ability to learn rules, regulations, and laws in order to meet state, investor, client, and insurer guidelines
• Strong analytical and problem-solving skills to be used in financial counseling and evaluation and interpretation of complex information.

???? Why Join Our Company?
By joining our team, you will become an integral part of a respected investment company that makes a positive impact on homeowners and communities. We offer a collaborative work environment, opportunities for growth and development, and a competitive compensation package.

???? How to Apply: If you are ready to take on this exciting opportunity and contribute to our mission of providing exceptional customer service in real estate lending, please click go to this link: Click to view/Wd6XkjEMTxhsyFTk8
Don’t miss the chance to join our company and make a difference in the lives of homeowners!

Note: Only shortlisted candidates will be contacted for interviews.