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