Experienced Customer Service Representative – Mortgage Services Industry

Are you a customer service professional with a passion for delivering exceptional experiences in the mortgage services industry? Do you thrive in fast-paced, goal-oriented environments where no two days are the same? If so, we invite you to join blithequark, a leading provider of innovative solutions for the mortgage and real estate lifecycle. About blithequark blithequark is a dynamic and inclusive organization that celebrates the diverse voices of our employees. We believe that diversity in all its forms – gender, age, religion, ethnicity, sexual orientation, identity, physical ability, neurodiversity, socioeconomic background, and experience – fosters creativity, challenges groupthink, and makes our company stronger. Our commitment to fair and impartial hiring, training, and growth opportunities ensures that everyone has the chance to prosper and make a positive impact on our path toward success. Job Description As an Experienced Customer Service Representative at blithequark, you will be responsible for providing exceptional customer-centric service in line with our company standards through inbound and outbound calls. You will analyze incoming electronic and telephonic information and verification requests, manage incoming supplement requests, and direct calls and inquiries to the appropriate area/function as applicable. You will also liaise with other departments to handle requests and queries from customers effectively, while maintaining a deep understanding of our products, services, and policies to ensure accurate and consistent communication to the customer. Key Responsibilities: * Provide excellent customer-centric service in line with company standards through inbound and outbound calls * Analyze incoming electronic and telephonic information and verification requests * Manage incoming supplement requests as well as pending requests * Direct calls and inquiries to the appropriate area/function as applicable * Liaise with other departments to handle requests and queries from customers effectively * Ability to use discretion when processing sensitive personal information (PI); follow communication procedures, guidelines, and policies, ensuring compliance with data privacy regulations and secure handling of confidential information * Provide timely and accurate information to incoming customer calls/electronic requests * Process supplements on a timely basis, meeting departmental goals on production, turn-time, and quality while maintaining a volume of processing credit supplement requests in a call center environment * Investigate all available sources of credit and financial information * Provide credit information and references for customers, loan officers, or other agencies as requested * Use existing procedures to solve straightforward problems without the consistent need to exercise discretion * Review and interpret credit reports and data contained within * Adhere strictly to training manual and procedures, following all workflows and documents * Answer incoming phone calls within 3 rings * Adhere to and maintain compliance with all Federal and State regulations and policies and procedures Qualifications: * Experience in the financial services industry, specifically in the mortgage services industry, is a must * Strong understanding of credit services and regulations is preferred * Customer service experience in a professional environment * Understanding of complicated issues like foreclosure, bankruptcy, and other implications on status with handling credit verifications * Excellent communication, decision-making, persuasion, and problem-resolution skills * Experience working for a fast-paced, goal-oriented, and team-based structured environment * Proficiency in Microsoft Office applications * Bilingual is a plus Why Join blithequark? * Competitive salary based on your experience and skills at $18.50-$20/hour * Comprehensive insurance plans like Medical, Personal Accident Benefit, and Life Insurance * Paid holidays (including the day after Thanksgiving), plus 19 days of paid time off, for a total of 28 paid days off per year * Opportunity to work for a company that values diversity, inclusion, and innovation * Collaborative and dynamic work environment with a team of passionate professionals * Professional growth and development opportunities to help you achieve your career goals : If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences in the mortgage services industry, we encourage you to apply for this exciting opportunity. Please through our website, and we will review your qualifications and experience. We look forward to hearing from you!