Customer Service Representative
Job Title: Customer Service Representative
Reports To: VP, Production
Department: Production
Location: Irvine, CA
Position Summary
Our customer-centric team is changing the home lending game with fierce loyalty and a dedication to delivering an extraordinary home loan experience. We empower our team members by engaging and immersing them in a fun, positive, and energetic atmosphere that places emphasis on the customer experience above all else. If you love coming to work every day and winning, hold yourself to high goals and standards, subscribe to a no drama workplace and live to serve your customers as much as each other…we want you on our team.
Mission Loans is seeking experienced mortgage professionals who thrive in a fast-paced environment without losing focus on quality of work and delivering an exceptional customer experience. As a customer service representative, you will act as a liaison for our clients and provide product/services information. The best CSRs are genuinely excited to help customers.
Primary Duties & Responsibilities
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Adequately and efficiently processing high volume orders, maintaining records, and consult with customers on current concerns
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
Skills & Abilities
- Subscribe to a no drama workplace
- Subscribe to the mission of creating a truly customer and team member centric environment
- Love to come into work every day and win
- Highly motivated, self-starter with ability to work independently under minimal supervision, and as a team player
- Clear, effective interpersonal skills, written and verbal communication skills
- Excellent written and verbal communication skills
- Ability to work in a fast-paced, multi-tasking environment and manage to multiple deadlines
- Strong analytical, problem solving and creative thinking skills
- Strong problem solving and creative thinking skills
- Ability to learn and adapt to guideline changes
- Strong organization, follow through and time management skills
- Excellent attention to detail with commitment to accuracy and quality
- Dependable, responsible and able to use good judgement
- Strong phone skills, easily building rapport and connection with customers
Qualifications & Experience
- Sales experience, a plus.
- Proven customer support experience or experience as a client service representative
- Track record of over-achieving goals
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school degree
Technical Skills
- Basic proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
- Experience with Empower, a plus
Other Duties: This position profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may be asked to perform additional related duties, as assigned, in order to meet the needs of the organization.