Customer Support Specialist

Company: Freedom Mortgage
Location: Tempe
Posted on: January 7, 2021

Job Description:

SummaryThe Customer Support Specialist serves as a Point of Contact Agent, they are an information link between the customer and the business line. The overall purpose of this position is to engage the customer in verbal and written form while obtaining documents needed to move them into closing within the established lock period. The Customer support Specialist will assist and support the borrower collectively with internal departments, by keeping them informed, and resolving any potential issues or concerns. Essential Job Functions may include:* Ability to effectively and professionally communicate via phone and email.* Maintain customer focus at all times by strictly adhering to FMC's Customer Service Standards, taking ownership of all inquiries and proactively following through resolution.* Proactively providing status and address customer inquiries while in contact with the customers.* Generating outbound calls when contact is needed throughout the process.* Answering/Responding to inbound customer calls providing accurate up to date status, and reaffirming outstanding loan conditions required to move loan application to closing prior to the original Rate Expiration date.* Validate loan and customer data, document and provide updates to applicable loan operating systems.* Conference in various department SME's as needed to resolve issues and answer questions.Other Related Duties:Customer Support Specialist should be versed in the mortgage process flow and established SLA's. Overall the OCA should be highly skilled on the phone, very organized and able to handle the overall customer experience with outstanding service.Supervisory Responsibilities:This job has no supervisory responsibilities.Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The--requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.Education and/or Experience:4 year college degree preferred or one to two years related experience and/or training;or equivalent combination of education and mortgage call center or processing experience.Language Skills:Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or--governmental regulations. Ability to write proper emails internally and externally. Ability to--effectively present information and respond to questions from groups of managers, clients, customers, and the--general public.Mathematical Skills:Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area,--circumference, and volume. Ability to apply concepts of basic algebra and geometry. #CB#LI-TD1Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.Employer's Rights:This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since grown into one of the largest and fastest-growing privately owned full-service residential lenders in the USA. Licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands, Freedom Mortgage has over 5000 employees nationwide, proudly servicing $225.6 billion, and is still growing.Our mission is to foster homeownership in America. Freedom is a leader in VA mortgage lending and is one of the mortgage industry's largest philanthropic supporters of the USO and military families through its Team Freedom Cares philanthropic arm. Locations include suburban Philadelphia and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers countrywide, including these desirable markets: Beaverton , OR; Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.If you seek a sense of community, top training, opportunity for advancement, a comprehensive benefits package and reward and recognition program, look no further.Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767 Equal Opportunity Employer- Minorities/Females/Disabled/Veterans

Keywords: Freedom Mortgage, Tempe , Customer Support Specialist, Other , Tempe, Arizona