Customer Service Representative

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Towne Mortgage Company

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1982

💸 Finance

💳 Fintech

👥 B2C

Finance • Fintech • B2C

Towne Mortgage Company is a financial services firm specializing in mortgage lending. They focus on providing a seamless and straightforward experience for borrowers looking to purchase or refinance their homes. With a commitment to customer service, Towne Mortgage aims to assist clients through every step of the mortgage process, from application to closing.

📋 Description

• Receive and process telephone calls and service requests regarding mortgage and escrow accounts • Resolve customer inquiries involving mortgage loan servicing, escrow accounts, billing, and payment processing • Escalate complex problems to leadership for review and resolution • Research and review account information and sources to ensure accurate customer responses • Respond to inquiries by phone, email, and in person • De-escalate dissatisfied customers and implement service recovery strategies • Document customer account information accurately across mortgage and accounting systems • Organize, prioritize, and process high-volume work efficiently • Maintain knowledge of the mortgage lifecycle and relevant regulatory and compliance guidelines

🎯 Requirements

• Three years of broad mortgage servicing experience • Escrow experience required • Demonstrated knowledge of the end-to-end mortgage process • One year of experience in a high-volume call center environment • Proficiency in common mortgage industry business support tools and financial services technology • Working knowledge of best-in-class customer service practices and principles • Excellent verbal and written communication skills • Strong customer relations disposition and interpersonal skills