What are the responsibilities and job description for the Mortgage Customer Service Representative position at Nationwide Recovery Service, Inc.?
We are seeking a detail-oriented and organized Customer Service Representative to join our team. The ideal candidate will excel in communication, multitasking, and maintaining professionalism in a dynamic, customer-focused environment.
We are an ever-growing call center that has advancement opportunities for motivated and driven individuals.
Mortgage Services Representative-Default and Customer Service Divisions:
Position Overview:
A Customer Service Representative will need to be able to manage diverse customer inquiries, including escrow details, payments, and loan maintenance, while referencing training materials and system tools. A representative will also need to maintain service-level expectations, adapting to varying call volumes and fast-paced workflows, particularly during peak times or after new account transfers.
Representatives will be required to hit production and performance goals established by our mortgage clients.
A successful Mortgage services Representative will:
Be excellent at multi-tasking.
Provide professional and courteous communication with coworkers, management, and customers, including handling emails and phone calls effectively.
Be Proficient in email etiquette and have excellent communication skills.
Follow assigned schedules, ensuring punctuality and adherence to break and lunch timing.
Have the ability to successfully perform under pressure.
Be motivated and driven to exceed daily/monthly performance and call metrics.
Keep detailed and personalized notes to aid in call resolution and training.
Organize and maintain information for quick reference during calls.
Understand the importance of maintaining near perfect attendance.
Be self-aware of strengths and weaknesses and accept instructions for performance building.
Above average computer proficiency and the ability to navigate systems while handling customer interactions.
Be able to motivate themselves in what can be a monotonous routine of working on the phone.
Other related duties as assigned.
Job Qualifications:
1 year experience within a call center handling debt collection.
Ability to remain calm and professional under pressure, meeting key performance indicators and managing stress.
Ability to work from home independently in a quiet and uninterrupted environment
Exceptional de-escalation skills to address frustrated customers respectfully while adhering to company policies.
Must be able to take constructive criticism to strive for success
High School Diploma or equivalent
Stellar attendance and punctuality REQUIRED
Good tenure at previous jobs (2 years in a relevant field)
*This is not a traditional customer service role but one that prioritizes precision and adherence to loan servicing protocols while delivering excellent customer experiences. If you thrive in a structured, fast-paced environment and are adept at balancing customer needs with organizational policies, we encourage you to apply.
Schedule:
Monday-Friday 11:30-8:00 and one Saturday every 4 weeks from 9-3:30 EST
Opportunities for overtime may be offered or required.
Training: Training will be remote (if within 50 miles)Monday-Friday from 11:30-8:00 and last approx. 3/4 weeks.
Benefit Package:
Health, Life, Short Term Disability, Long Term Disability, Vision, Dental, and LL Buy Up Insurance
401(k)
Employee Assistance Program
Health Saving Account with employer match
Internal progression and promotion
Job Type: Full-time
Pay: $17.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
- Work from home
Shift:
- Day shift
- Evening shift
Work Location: In person
Salary : $17