Call Center Mortgage Lending Support

Mortgage Credit Services Company

Client Relationship Manager

Remote from anywhere

2 openings

HOURS

11-8 EST

8-6 EST

Needed ASAP

Direct Hire

Work on W2

No C2C

Must pass a background check, drug test, and credit check

Client Relationship Manager with Mortgage Lending OR mortgage processing experience.  1-3 years of experience

Must have

Call Center Experience

Salesforce- they currently use Five9 (CCaaS) and moving to zoom

Any understanding of mortgage lending, flag conditions, floods and fema are helpful

Training will be provided for the products and services taking call on

JOB SUMMARY: In this role you will serve as a representative of the Client Relationship Team. The focus of the Client Relationship Manager will be to provide outstanding support to our clients with all aspects of our product services, including but not limited to general inquiries around various services, onboarding and training, handling client complaints, collecting and analyzing data, and improving overall customer experience. This will be done through multiple channels of communication including email and phone calls.

JOB RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without reasonable accommodation:

• Handle inbound client communications either by telephone or electronically and respond to the inquiries and questions promptly.                             
• Provide individualized client needs using high standards at a professional level.
• Take ownership of complaint and queries and proactively follow through to resolution.
• Ensure all clients’ queries are well-investigated and resolved.
• Evaluate complex client situations, solve problems and make sound decisions.
• Route queries when necessary to the appropriate team or supervisor.
• Oversee the onboarding and training of new accounts.
• Develop presentation material and deliver through webinar.
• Facilitate product/service trainings for new and current clients to increase product knowledge and utilization
• Collaborate with Sales team to determine any upsell opportunities for current customer book of business
• Maintain time service standards and accuracy requirements.
• Support decisions made by management and positively reinforcing them with fellow team members.
• Maintain professional working relationships with external and internal clients, colleagues, and client relationship management staff.
• Assist management with any assigned special projects and stretch assignments when required.
• Keep up with current mortgage industry compliance requirements and fraud situations
• Identify and escalate consistent or recurring client issues.
• Other duties as assigned.

QUALIFICATIONS:

• High school diploma or equivalent required.
• Exceptional communication skills (verbal and written) for client and management interactions. Experience with or willingness to learn AI tools and emerging technologies.
• Proven organizational and multitasking abilities with independent prioritization skills.
• Proficiency in Microsoft Office Suite (Word, PowerPoint and Excel).
• Strong critical thinking, active listening, and problem-solving skills.
• Professional attitude with ability to work effectively in fast-paced, team environments.

PREFERRED QUALIFICATIONS:

• One-year experience in an account management / sales / high level customer service position.
• Previous mortgage processing or mortgage industry experience

REMOTE WORK REQUIRMENTS:

• Stable, high-speed internet connection
• Experience with teleconferencing
• Access to a quiet workspace
• Smartphone/mobile device