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

• Receives and processes telephone calls and service requests from customers regarding mortgage and escrow accounts. • Responsible for appropriately resolving customer inquiries regarding mortgage loan servicing, escrow accounts, billing, and payment processing. • Escalates more complex problems to leadership for review and resolution. • Utilizes various mortgage and accounting systems to accurately research, review, and document various customer account information. • Demonstrates excellent customer service skills consistently, including active listening and the ability to explain complex concepts over the phone, via email, and in person. • De-escalates dissatisfied customers appropriately, implements appropriate service recovery strategies, and escalates to leadership as necessary. • Employs excellent analytical, problem-solving, critical thinking, and judgment skills to ensure the accuracy and completeness of the information provided to customers. • Organizes, prioritizes, and processes a high volume of work accurately and efficiently. • Proficient in common mortgage industry business support tools and financial services technology (i.e., Microsoft Office, Outlook, Fiserv, Encompass, etc.)

🎯 Requirements

• Three years’ broad mortgage servicing experience; escrow experience a must! • Demonstrated knowledge of the end-to-end mortgage process • One year of experience in a high-volume call center environment • Demonstrated proficiency in common mortgage industry business support tools and financial services technology • Working knowledge of and demonstration of “best-in-class” customer service practices and principles • Excellent verbal and written communication skills. • Strong customer relations disposition and interpersonal skills.

🏖️ Benefits

• Health insurance • Professional development opportunities