- Engage with customers through voice channels to address inquiries, concerns, and requests related to mortgage products, services, and account information.

- Provide accurate and comprehensive information about mortgage options, interest rates, loan terms, and other relevant details to assist customers in making informed decisions.

- Assist customers in navigating online platforms and self-service tools, guiding them through account setup, payments, document submission, and other activities.

- Collaborate with internal teams (loan officers, underwriters, account managers) to resolve complex customer issues; escalate cases as necessary.

- Handle all interactions professionally, efficiently, and in compliance with company policies and industry regulations.

- Maintain detailed records of customer interactions, transactions, and inquiries using the company's CRM system.

- Identify opportunities for upselling or cross-selling additional mortgage products and services based on customer needs.

- Stay updated on industry trends, product updates, and company policies to provide accurate information to customers.

- Participate in ongoing training to enhance product knowledge, communication skills, and customer service techniques.

- Contribute to a positive team environment by sharing insights and best practices to improve overall customer satisfaction.

Qualifications :

- Bachelor's degree in any field.

- Prior customer service experience, preferably in voice support, is beneficial.

- Strong verbal and written communication skills; ability to understand and respond appropriately to complex situations.

- Familiarity with mortgage products, loan terminology, and the home buying process is advantageous.

- Proficiency in using CRM software and voice platforms.

- Excellent problem-solving skills with the ability to handle challenging customer situations with empathy.

- Detail-oriented with high accuracy in data entry and documentation.

- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

- Flexibility to work various shifts, including evenings, weekends, and holidays as needed.